Customer Service Agent

Date: 28-Apr-2021

Location: Dublin, IE

Company: Allied Irish Bank

Homes CSA, Premier Mortgage Team, Homes Direct


Location: Airside, Dublin.


Duration: 23 months



Who are we?

AIB is a dynamic, diverse and fun place to work. We are changing from the inside out to become a bank people can believe in and by people, we mean our employees as well as our customers. Within Homes Direct our purpose is to back our customers to achieve their dreams & ambitions. We do that in a modern & innovative manner and are focused on delivering exceptional customer experiences as our business model continues to evolve as a result of changes in customer behaviours.

AIB Homes is responsible for meeting the Homes needs of all our customers in AIB and we want to build a world-class customer centric organisation that delivers sustainable growth in our core mortgages business and transforms over time into a full Homes ecosystem with a culture of agility, innovation and insight that enables more people to have access to a place they can call home.


The Role


We are seeking people to join our Premier Mortgage Team which is a critical enabler of our Homes ambition to deliver new business that meets and outperforms performance cost and quality measures. Our team are the critical enablers of the Homes omni-channel agenda which delivers a best in class service offering and customer experience. We are a telephony team completing Mortgage Applications and assessments for customers for a wide range of different Mortgage Products.


The successful candidate will be expected to support the Premier Team in the delivery of:

  • 80% Service Level on our inbound phone line completing mortgage applications, assessments and answering queries
  • Making outbound contact with customers who have requested a call along with outbound contact to customers to manage our pipeline applications.
  • Delivering our business plan by creating and assessing applications for mortgages
  • Shifts range from 08:00-21:00 Mon-Fri & 09:00-18:00 Sat. Currently we are operating 09:00-19:00 Mon-Fri due to Covid-19.


The key accountabilities/responsibilities are:

  • Delivers exceptional customer experience, engagement  and advice, managing the customer journey and leveraging the full suite of AIB products, tools and services
  • Demonstrates an agile and flexible approach that best meets customer needs at a time and place that best suits them
  • Act as first point of contact for the customer to start their mortgage journey across different platforms.
  • Delivers on Homes Business Performance measured by monetary applications and conversion to drawdowns.
  • Acts as an advocate for the customer and influencing the customer journey including driving digital adoption
  • Ensures personal adherence to all relevant bank policies, procedures, AIB standards of credit management and excellence in Operational Risk Management, consistently demonstrating impeccable standards while maintaining/enhancing customer relationship
  • Contributes to AIB profit through revenue creation and lead generation for other products & services.


Minimum criteria: 

Minimum Criteria for this role:

  1. 1 APA in Loans with full progression to QFA is desirable. Achieving APA status is a requirement within the role as the role is MCC impacted.
  2. Proven track record to delivering strong results against agreed targets.
  3. Display high level of customer engagement experience.
  4. Previous experience with lending is an advantage.


Who you are?

You are a strong self-starter with passion and energy to drive business performance and great customer outcomes. You have the ability to make decisions, see different perspectives and are able to communicate your message in a concise and engaging manner. You are looking to develop your career on a highly motivated and energised team.   


If you would like to get further information on this role, drop us an email at

Job Segment: Bank, Banking, Risk Management, Mortgage, Customer Service, Finance