Group Resourcing Job Specification Form

Job Title:
(50 characters only) /

Customer Service Advisor

Location: / Nassau House, Nassau Street, Dublin 2
Description of Business Unit / Background on role:
Established in 1918, New Ireland Assurance is one of the largest Life and Pensions providers in the Irish market with 600,000 policyholders and €12 billion in assets under management.
The company has 2 strong brands:
New Ireland Assurance - delivered through a network of over 2,000 independent brokers & a direct sales force of over 200 tied agents
Bank of Ireland Life - delivered through a network of over 270 Bank of Ireland branches
The Life and Pensions business employs about 1,000 people.
Role Purpose:
Our Customer Service phone teams deal with telephone and email queries from internal and external customers (including Brokers, Broker Consultants, BOI Branches, Insurance & Investments Managers, New Ireland Direct Sales Force and Policyholders) in relation to Life, Investment and Pension products.
We are looking for people who are hard working, committed and flexible. You must be able to work on your own initiative and also as part of a busy team. In return, we can offer you full training and provide you with opportunities to develop and progress your career within a friendly and challenging environment.
This role will be on a New Ireland permanent contract basis
Reporting to: / Team Leader
Key Responsibilities: /
  • Commitment to delivering a consistent high level of service by telephone and email to internal and external customers in relation to Life & Investment products
  • Develop an in-depth understanding of the products serviced by New Ireland Assurance/Bank of Ireland Life
  • Develop a detailed knowledge and understanding of tasks, processes and job owners to be able to liaise effectively with a range of teams to resolve queries
  • Work as part of a team to achieve quality customer service and to meet service level agreements
  • Ensure all customer complaints are dealt with in accordance to the Ombudsman policy and procedures.
  • Contribute to the retention of existing business
  • Operate within compliance parameters of the role
  • Participate in personal and team development activities to maximise personal and team performance

Essential Key Requirements: /
  • Relevant 3rd level qualification OR 1-2 years experience working in the financial services industry
  • 5 Grade D’s in Ordinary Level Leaving Certificate subjects, or equivalent.
  • Previous experience within a customer focused environment and good problem solving skills
  • Strong interpersonal & communication skills – both written and verbal
  • Ability to work as part of a team in a diverse and dynamic environment
  • Accuracy & Numeracy - a strong attention to detail
  • PC literate and familiarity with most MS Applications
  • Requirement to develop an interest and ongoing knowledge of financial markets
Key Competencies:
Serving Customers – Level 1
Working Together – Level 1
Solving problems – Level 1
Managing Change – Level 1
Achieving Results – Level 1
Being Innovative – Level 1
Desirable Key Requirements: /
  • Previous Life & Pensions industry experience
  • Knowledge of New Ireland/Bank of Ireland Life products (Pensions, Protection, Savings and Investments)
  • QFA/Pensions Diploma or working towards same

Remuneration
& Benefits:
Detail any non-standard benefits i.e. car allowance, bonus scheme, etc. / To be discussed with the successful candidate. This role will be on a New Ireland permanent contract basis.

Closing Date: 5pm, Friday 18th November 2011

Application Process: Please email your CV to , quoting reference number RIIR/149/11 in the subject box.

Please email this form to Data Classification: Amber