123.ie Technical Specialist for Customer Operations (Temporary, internal applicants only)Job Ref: 2487
Location: Dundrum - Dublin 16
Date: 21-11-2024
Vacancy Description Join 123.ie and make a difference every day. Whether you are just beginning your career or looking to take the next progressive step in your journey, 123.ie is an organization where you can be yourself, learn and develop, and a place where your ideas and contributions matter.
As part of RSA Insurance Ireland, we have offices in Belfast, Galway, and Dublin. We have embraced hybrid work, empowering our people to work flexibly to suit their individual needs, enabling them to deliver great service to the customers we look after every day.
At RSA and 123.ie, we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.
As a proud member of the Intact family, we're part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums.
We want you to thrive and grow with us – and we'll give you all the tools, flexibility, and learning opportunities you need to do it.
Technical Customer Service Specialist - Temporary (Open to internal applicants only) Exciting opportunity for a Qualified Insurance professional to join our team. The Technical Services Specialist will demonstrate strong technical knowledge of your function, as well as exceptional customer engagement.
The Technical Service Specialist will be responsible for ensuring there is a high level of product knowledge and technical capability across the department and will work with the Training and Quality team to deliver training and coach members of the team. Approximately 50% of your time will be spent dealing with customer queries/underwriting tasks.
The remaining time will be spent working on training and coaching initiatives and acting as a Subject Matter Expert and point of referral on projects and minor enhancements. The Insurance Technical Specialist will work closely with the Customer Service Operations Lead ensuring a high standard of quality and technical knowledge in delivery with every interaction with customers.
Key responsibilities: Liaising with the Training and Quality team to continuously improve the training programmes and identify any training needs.Designing, developing, and delivering engaging training programmes to new and existing employees.Keeping training material and learning aids updated.Being a Subject Matter Expert for IT & Transformation projects and minor enhancements.Being a point of referral for more complex queries within the team.Demonstrating self-motivation and an ability to work independently without direct supervision.Receiving and responding to routine customer inquiries and resolving customer concerns.Helping to resolve problems and complaints.Assisting with escalated calls.Being available for QA call monitoring and coaching as required.Performing other duties as assigned by Manager.A desire to continue to develop skills and knowledge.Making a personal contribution to team productivity.Requirements: Role based in Dublin working Hybrid.APA Qualified or working towards CIP.Previous experience working within a call or operations centre.A proven track record in relation to Technical Quality and Customer Engagement.Strong technical knowledge in both motor & home is an advantage.Self-drive and best-in-class execution and delivery.A passion for Customer Experience.Proficiency in Microsoft Office.A commitment to making things better every day.Regulatory Requirements: This role is a "controlled function" as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.
RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.
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