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Careers

Permanent

Customer Service

Letterkenny, County Donegal, Ireland

Role: QFA/APA Customer Service Rep
Job Type: Permanent
Location: Letterkenny


Do you have experience working in a financial customer service environment specializing in the investment, insurance, and retirement?
Are you able to work discreetly, handling confidential and sensitive information?
Do you have previous call centre experience?
Join Tata Consultancy Services as a QFA/APA Customer Service Rep.

Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We don’t just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in Ireland and worldwide. For you, it means more opportunity to make an impact that matters, through challenging projects which demand ambitious innovation.
  • Provide the highest level of customer service to our customers.
  • Use feedback to identify opportunities for continual performance improvement.
  • Grow professionally with the help of your team members.

The Role
We are looking for confident and engaging Customer Service Representatives to join us in permanent full-time roles. The role of the Customer Service Representative is to answer inbound calls from customers as well as performing operations of an administrative and organisational nature. Call types can vary in requests and can be regarding investment, insurance & retirement enquiries. The Customer Service Representative is also responsible for making follow up outbound calls where first call resolution is not possible and managing webchat and email requirements. Other Responsibilities will include administration tasks, financial transactions, supportive tasks, and other diverse back-office operations in coordination with other parts of the company.
This is an exciting opportunity to learn new skills and further your experience in an investment, insurance, and retirement environment.


Key Responsibilities
The primary role of the Customer Service Representative is to handle various types of enquiries and requests related to personal data & information maintained and recorded on a variety of business applications & programs.

The below outlines the main areas of responsibility:
  • To be knowledgeable about client’s products and services as well as the industry rules and regulations that govern these products and services.
  • Handle requests/problems for customers; investigate the situation, determine appropriate course of action, and follow through with the customer on resolution.
  • Assist customers with account-related requests; research and resolve account service enquiries/issues; responds to client enquiries promptly, effectively, and professionally.
  • Monitoring all policies where documentation is outstanding, issuing reminder letters and sending for cancellation, if required documentation is not received within agreed timelines
  • Following up on documentation queries, new business set up queries, app queries and for ad hoc queries as required.
  • Strive for first call resolution and take true ownership of customer needs and issues.
  • Strive to exemplify the core value of providing world class customer service in every customer interaction.
  • Supporting the callback function during periods of high call volume.
  • Use computerized system for tracking, information gathering, providing information, referrals, and routine transactions and/or troubleshooting.
  • Thoroughly document calls and corresponding details.
  • Meet or exceed daily productivity standards in line with set quality standards and meet all service level timelines.
  • Use feedback to identify opportunities for continual performance improvement.
  • Display flexibility for other issues/tasks as they arise.
  • Comply with all Company Policy and procedures and all applicable laws and regulations including but not limited to the Central Bank of Ireland.

Your Profile
  • Strive for first call resolution and take true ownership of customer needs and issues while providing world class customer service in every customer interaction.
  • Meet or exceed daily productivity standards in line with set quality standards and meet all service level timelines.
  • Display flexibility for other issues/tasks as they arise.
  • Comply with all Company Policy and procedures and all applicable laws and regulations including but not limited to the Central Bank of Ireland.
Experience required:
Meet the Minimum Competency Code of the Central Bank of Ireland, holding or working towards obtaining the QFA modules in Life Assurance and Regulation. In possession of or working towards QFA (Qualified Financial Adviser) or Accredited Product Adviser (APA) designation
  • Experience in a financial customer service environment specializing in the investment, insurance and retirement needs of our customers – If you enjoy building relationships and communicating and interacting with people, you’ll fit right in with the world-class customer service team around you.
  • A professional manner with excellent communication skills both verbal and written.
  • Attention to detail is a must.
  • Excellent interpersonal and customer service skills.
  • Verbal and written fluency in English is a must have as this role will be dealing exclusively with our Irish insurance Life & Pension market
  • Good aptitude for technical learning, as there are quite a few systems you will need to learn and be proficient within.
  • An ability to prioritise own workload, work to strict deadlines and effectively manage time.
  • The capacity to work well in a high-pressure work environment.
  • Ability to work as part of a team and independently.
  • A demonstrated ability to work independently and collaboratively within a dynamic environment.
  • Discretion in handling confidential and sensitive information is essential.
  • Proficiency with Microsoft Office Suite.

QFA Qualified/ APA in Life, Pensions and Investments: Successful candidates in this role will be required to hold certain qualifications as set out in the Central Bank of Ireland’s Minimum Competency Code. In addition, they are required to undertake relevant Continuing Professional Development (CPD) annually.

APA in the areas of Life, Pensions, Investments

At least 6-12 months customer service experience in a financial or insurance background would be preferred.

Rewards & Benefits
TCS is consistently voted a Top Employer in the UK&I and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion & Wellbeing
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.

We encourage applications from all sections of society. As an equal opportunity employer, we do not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, sex, pregnancy and maternity, citizenship, marital, domestic or civil partnership status, sexual orientation, gender reassignment, gender identity, or any other basis as protected by applicable law.

TCS is committed to working with and providing reasonable accommodations to its employees and applicants for employment to ensure that individuals with disabilities enjoy equal access to all employment opportunities. If you are an applicant who needs an accommodation due to a disability to complete an employment application or during any phase of the hiring process, please contact us at  with the subject line: "Disability Accommodation Request".

Due to a high volume of applications, we will be unable to contact each applicant individually regarding the status of their application. If you have not received a direct response within 30 days, then the application should be deemed unsuccessful.


Join us and do more of what matters. Apply online now.


 

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