Complex Complaint & Error Specialist - Customer Care, Dublin, Limerick, CorkThis role is being offered on a Permanent basis.
Are you APA qualified or working towards full QFA qualification?Do you have proven experience in dealing with both internal and external customers at all levels?Are you a customer focused individual who takes initiative to ensure the best outcome for all?About the Role: In 2020 Customer Care and Group Conduct were brought together to form Customer Care & Outcomes ("CC&O"). Since then, CC&O have further centralised complaints from other areas to create a centre of excellence for complaints handling. Our focus of the new area is the delivery of fair customer outcomes while also meeting our regulatory responsibilities under the Consumer Protection Code and Consumer Protection Risk Assessment ("CPRA").
Key Responsibilities Include: The role holder will be involved in the management and resolution of complex customer complaints. This will involve the application of significant levels of personal judgement and expertise in addition to the application of relevant legislation, regulation and Bank policy.The role holder will be required to deliver fair customer outcomes, while also better meeting the Bank's regulatory responsibilities, leading to a reduction in the very significant costs and risks associated with complaint flows to the Financial Services and Pensions Ombudsman.Engaging with a variety of stakeholders while influencing the wider Bank to deliver fair customer outcomes.What you will bring: Minimum APA qualified or working towards full QFA qualification.Experience dealing with or managing complex complaints. Experience in operational, technical/regulatory knowledge, combined with an empathetic and customer orientated approach.Strong planning and prioritisation skills, particularly under pressure to meet team objectives.Team Player who is also capable of working under own initiative, with evidence of being prepared to accept personal responsibility for actions.Customer Focused individual, with proven experience in dealing with both internal and external customers at all levels.Life at AIB At AIB, we have a clear purpose - Empowering people to build a sustainable future. We want to be at the heart of our customers' financial lives by giving them an exceptional experience. That goes for our employees too.
We are building a culture that breaks the conventions of what our customer and employees expect of a bank.
We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.
AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at ******.
If you feel you have what it takes, click apply and fill in the online application form. If you would like more information please contact the Talent Acquisition Team at ******.
By when? Closing date is Friday 30th August 2024.
Disclaimer: Unsolicited CV's sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.
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