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Customer Service Advisor in Dublin

Job description

A subsidiary of the Bank of Ireland Group, New Ireland Assurance was the first wholly Irish owned life assurance company to transact business in Ireland. With a market share of 20% we are one of Ireland`s leading life assurance providers and look after over half a million policyholders. We can also boast a number of accolades including `Overall Winner` of the Professional Insurance Brokers Association Award Contact Centre Management Association Team of the Year 2016/2017`Best Small Contact Centre` and `Best Quality Programme` . As you can see the service we provide to our customers and the people who provide that service are key to our success.

Our Customer Serviceteam look after queries from internal and external customers (including customers, Brokers, Broker Consultants, BOI Branches, Insurance & Investments Managers and Financial Advisors) in relation to Life, Investment and Pension products.

You will work with the team to deliver a first class service experience to our customers. We`ll support you to develop an in-depth knowledge of the products serviced by New Ireland Assurance/Bank of Ireland Life so that you can understand what matters to our customers in order to serve them brilliantly.

The role will offer you the opportunity to develop an excitingcareer within the Life & Pensions industry.

Key Responsibilities

  • Delivering a consistent high level of service by telephone and email to internal and external customers - first contact resolution is key
  • Develop an in-depth understanding /knowledge of the products serviced by New Ireland Assurance /Bank of Ireland Life
  • Develop a detailed knowledge of the business processes and business owners/teams to enable effective resolution of queries
  • Work as part of a team to deliver a quality customer service experience
  • Contribute proactively and strongly to the retention of existing business
  • Ensure all customer complaints are dealt with in accordance with the Consumer Protection Code, Ombudsman policy, procedures and service levels
  • Participate in individual and team development activities/training to maximise both individual and team performance

Essential Qualifications

Success in this role will require a third level qualification or experience working in the financial services industry. You have a strong customer focus with good attention to detail and problem solving skills. An appreciation of customer requirements and an ability to work on your own initiative is key. You are known to have excellent communication, administration and organisational skills. An interest in financial markets combined with a willingness to complete industry exams (QFA) will ensure you can become qualified to do the job.

3rd level Degree mandatory.

Essential Skills & Experience

  • Previous experience within a customer focused environment and proven track record of delivering on service
  • Ability to work as part of a team in a diverse and dynamic environment
  • An interest in financial markets, the financial services industry and a desire to build on this knowledge
  • A high level of accuracy and attention to detail is essential as well as the ability to interpret information and communicate it confidently and clearly both verbally and in writing
  • Excellent administration and organisational skills
  • PC literate and familiarity with most MS Applications
  • Excellent interpersonal, problem solving and relationship management skills
  • Positive and pro-active attitude towards change and continuous improvement


  • QFA/APA/Pensions Diploma or interest in working towards same
  • Previous Life & Pensions industry experience
  • Knowledge of New Ireland/Bank of Ireland Life products (Pensions, Protection, Savings and Investments)

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Published at


Extra information

Full UK/EU driving license preferred
Car Preferred
Cover Letter Required

Dublin | Dublin

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