Job Description

Accenture have opportunities for customer service associates to join a major project on a fixed-term contract. This role would be a great opportunity for individuals with previous experience in a financial services environment. The role may facilitate remote working from within the Republic of Ireland, however, candidates must also be comfortable to work from the office, located in Leopardstown, Dublin 18.

Purpose of the role - how it adds value

The purpose of this role is as follows:

  • Progression a range of customer switcher and closure requests within required timelines / SLAs
  • Responsible to undertake and be fully competent in a wide range of more complex process related activities to meet customer / programme’s requirements. Using a range of systems, tools and techniques
  • Required to undertake more complex problem solving/query resolution and take ownership through to a satisfactory and fair resolution. The role holder will be expected to use judgement within procedural constraints to resolve issues
  • Interaction with customer, internal business partners and /or external suppliers is a core part of the job
  • Quality checking of customers closures. Recording and escalating key trends or issues as require

Deliverables: criteria/results by which success can be measure

Meeting Customer Needs

  • Manage work allocation and progressing all required workstack items within agreed timescales
  • Undertake and deal with a wide range of requests, transactions, and enquiries/concerns in an efficient and professional manner.
  • Respond to a diverse range of requests, offering a full, satisfactory and fair solution from a range of possible outcomes, rarely having the need to refer to others for assistance

Processing Customer Instructions

  • Processing of complex customer or programme instructions, and/or resolution of queries and provision of advice to internal business partners
  • Processing and / or Quality checking of customer data, accounts. Investigation and resolving anomalies where applicable
  • To identify and escalate potential risks and operational issues as appropriate
  • Identifying, understanding, investigation and resolving routine issues within area of responsibility

Continuous Improvement

  • Participate where appliable in continuous improvement activities to enhance the programme delivery

Administration

  • Capture and update accurately outcomes and actions against customers’ records within the work flow tool



Qualifications

Experience:

·       Previous experience working in a customer service environment

·       Experience of working in a changing environment and the ability to work under pressure

 

Desirable

·       Experience working in a bank or other financial service business

Please note, any successful candidates will be subject to standard background and credit checks.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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