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Customer Account Executive, Evening Shift 

Job Title: Customer Account Executive, Evening Shift
Reporting to: Retail Customer Services Manager
Contract Status: 6 month FTC 
Department: Retail Services Centre, Contact Centre
Location: Sandwith Street, Dublin 

The Business:
KBC Bank Ireland plc (‘KBCI’) is 100% owned by KBC Bank and is one of the leading providers of Financial Services in Ireland. Established in 1973, KBC Bank is part of a major European Financial Services Group, the KBC Group which is headquartered in Brussels. KBC Bank provides a broad range of business and personal banking services and has built an enviable reputation.

 
The Role: 
The Customer Services Administrator will be the client facing presence of KBC. The purpose of this position will be to form part of a multi-skilled team of Customer Services Administrators who will be responsible for providing a first class service to mortgage, deposit, current account and insurance customers of KBC.

Working Hours - Your hours of work are 36.25 hours per week, to be worked  5 days over 7, Monday to Sunday from 14.45 – 23.00. 




Essential Duties

Key Duties & Responsibilities:
The Retail Customer Services Phone Team Officer will be responsible for providing a first class service to mortgage, deposit, current account and insurance customers of KBC. Please see a detailed description of the role below:
  • Provide a leading level of Customer Service in a courteous and sensitive manner.
  • Excellent telephone manner and be able to communicate with clients in a professional way answering a high volume of calls per day.
  • Customer queries should be resolved efficiently and to agreed deadlines.
  • Updating Client Accounts, confirming by letter where necessary and ensuring absolute accuracy at all times.
  • The inbound phone team officer will support other teams within Customer Services as required.
Key performance indicators:
The Retail Customer Services phone officer will be assessed on a series of KPI’s covering:
  • The volume of calls answered
  • Efficiency of call-handling
  • Volume of queries resolved at first point of contact
  • Compliance and adherence to the relevant legislation
  • Level of  customer complaints logged
  • Other KPI / MI metrics as supported by the business and discussed during team meetings
  • Routine tests against training materials and policy documents to test officer knowledge.
  • Testing against the call quality scorecards  


Person Specification

Knowledge, Education & Experience:
  • The successful candidate will typically have up to 2-3 years’ experience within a similar environment.
  • Relevant third level qualification or professional equivalent. 
  • APA Loans qualified desirable and committed to further continuous development.

Core Competency Skills:
  • Strong communication skills with an ability to deal with all levels in a confident and professional manner. 
  • Strong Customer centric focus.
  • Must have a very flexible approach to work and be confident working in a fast moving, exciting environment. 
  • Be a proactive team player who is motivated by achieving targets.
  • Excellent attention to detail required. 
  • Professional telephone negotiation technique.
  • Excellent time management, interpersonal and organisational skills.
  • Results focused, used to driving performance to meet tough targets.
  • Strong team and organizational focus.
Before you apply check out our Candidate Privacy Statement (pdf, 194 KB).
   
Please send your up to date CV and salary expectation details to 
recruitment@kbc.ie for review.
 
KBC Bank Ireland is an equal opportunities employer.

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