Introduction IOB is one of the largest professional membership organisation in Ireland.
It is a community of over 33,000 members who work in banking across the island of Ireland and in both local and international financial services.
A Recognised College of University College Dublin (UCD), the professional development of members is at the heart of IOBs activities.
IOB offers more than 40 education programmes ranging from Professional Certificates to Masters Degrees and almost 7,000 members studied with us last year.
Lifelong learning is crucial to sustaining a successful professional career and IOB has the largest continuing professional development (CPD) community in Ireland with more than 23,000 members.
IOB is a not-for-profit organisation.
Position Title:Learner Relationship Advisor Department:Learner Relationship Services Team Employment: 12 Month Fixed Term Contract Place of work:IOB, 1, North Wall Quay, Dublin 1 (Hybrid working in office and from home) Benefits:Travel Pass, Pension (entry after 12 Months of employment), EAP Programme, Education Support, Company Leave Days, Laptop and Home Office Equipment Position Summary The Learner Relationship Advisor (LRA) is an entry level role, the successful candidate will work in the Learner Relationship department as part of a team of LRAs in a busy customer-orientated environment for members and students.
They will deliver a professional, friendly and customer focused service to internal and external customers of IOB providing customer support via our channels with an emphasis on ownership, assisting with the administration of key process and identifying and developing continuous improvement initiatives Principal Duties Manage learner queries by phone, chat, and email/Salesforce ensuring that the correct information is communicated at all times and in a timely manner Liaise and co-ordinate with internal departments in the proactive resolution of specific learner issues and queries Identify common issues/trends of concern and proactively work within and across departments to find and implement solutions Contribute to the development and continuous improvement of the customer experience Assist with the administration of student, designate and member processes Keep up to date with new programmes and designations and general policies and procedures Contribute to system design specifications and perform user testing Ensure database integrity EMS/Salesforce etc, including periodic reviews of completeness and accuracy of learner information Providing general administrative and clerical support Assist with process analysis and transformation Ad hoc projects Competencies Solution oriented - Proven experience in problem solving in a challenging environment Stakeholder focused Focus on achieving excellence and ownership of the customer experience, including comprehensive issue resolution Excellent organisational skills Excellent communication skills Ability to prioritise and meet deadlines Ability to work under own initiative and with a team where expertise is shared and feedback is encouraged Technical Skills Demonstrated skills in data entry and data processing with great attention to detail.
Proficient IT skills to include Microsoft Word, Excel, Outlook and Sharepoint Previous experience in the CRM System Salesforce is desirable Experience in channels using chatbots is desirable Qualifications and Experience: Third level qualification in a relevant discipline is desirable.
Two years experience in an office based customer service environment Experience in third level student support is desirable.
Additional information: Flexibility with regards to working additional hours during busy periods.
Ability to handle sensitive information in a confidential manner.
Application Procedure Under GDPR regulations, you are required to be aware of IOBs Data Protection Notice for Applicants Applicants should submit a Curriculum Vitae along with a cover letter outlininghow they meet the qualifications and experience set out in the particulars of the post.
Applications to be emailed to IOB is an Equal Opportunities employer.
Skills: Excellent communication skills Organisational Skills Stakeholder Focused Solution Oriented Benefits: Travel Pass Pension (entry after 12 Months of employment) EAP Prgramme Education Support Company Leave Days Laptop Home office Equipment