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Customer Service Agent – APA Qualified

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Delta Capita

Aug 16

Applications are closed

  • Job
    Full-time
    Entry & Junior Level
  • Dublin

Requirements

  • - Prior Contact Centre / Customer Service experience.
  • - Good computer literacy skills and a strong ability to adapt to new systems
  • - Excellent interpersonal and communication skills leading to positive, proactive interactions with colleagues and customers alike.
  • - Flexible in your approach and adaptable to change, being efficient at handling high volumes of both inbound & outbound calls within tight deadlines.
  • - Strong attention to detail, accuracy, and multitasking abilities and ensuring full compliance with both internal Policies & Procedures and Regulatory codes as they apply.

Responsibilities

  • Manage inbound and outbound calls relating to customer enquiries on loan accounts such as providing loan settlement figures, interest certs or other such customer requests.
  • Maintaining a log of each customer interaction on the internal customer engagement system.
  • Achieving the optimal customer outcome following each interaction and provide effective solutions for customer issues.
  • Work closely with internal team resources to efficiently service customers.
  • Consistently achieving or exceeding agreed KPI’s.
  • Logging incidents as they occur and escalating to relevant department/team to resolve issue in a timely manner. Where this incident results in a customer complaint, owning this complaint to resolution to ensure a satisfactory outcome for the customer will be a key attribute of the successful candidate.
  • Ensuring the customer ‘always comes first’ attitude prevails in your work and ensuring customer satisfaction with their interaction with the firm are essential in this role.

FAQs

What is the duration of the contract for the Customer Service Agent position?

The contract for the Customer Service Agent position is 6 months.

What qualifications are required for this role?

Candidates must have the APA designation (Loans & Regulations) as a minimum qualification, with all CPD hours up to date.

Is prior experience in customer service necessary?

Yes, prior Contact Centre or Customer Service experience is essential for this role.

Where is the location of the job?

The job is located in Dublin 2.

What are the working hours for this position?

The initial requirements for this project are to work 5 days in the office for the first 4 weeks for training, with the possibility of working remotely for 2 to 3 days per week thereafter.

What type of company is Delta Capita?

Delta Capita is a global managed services, consulting, and solutions provider focusing on financial services and technology innovation.

What is the primary function of the Customer Service Agent?

The primary function of the Customer Service Agent is to manage inbound and outbound calls relating to customer inquiries on loan accounts and achieve optimal customer outcomes.

Are there any specific skills that are necessary for this role?

Strong attention to detail, organizational skills, adaptability to new systems, and excellent interpersonal and communication skills are essential.

Is there a possibility for a permanent position after the contract?

Yes, there is potential for a permanent position after the initial fixed-term contract.

How does Delta Capita support equal opportunities in the workplace?

Delta Capita is an equal opportunity employer and encourages applications from qualified candidates regardless of various protected statuses.

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Delta Capita

A global capital markets consulting, managed services and technology provider.

Finance
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

Delta Capita Group (the Financial Services division of Prytek) is a global consulting, managed services and technology provider. Delta Capita has a unique combination of experience in Financial Services and technology innovation capability. Headquartered in London with offices around the world, we work with the world’s top financial institutions to help them comply with regulations, simplify operations, reduce costs and innovate their business models and leverage leading fintechs.

Benefits

  • We understand the strong role that physical and mental well-being play in the effectiveness of our people; individually and collectively. Access to an extensive private healthcare package, Enhanced Parental Leave, Office Refreshments

  • Tailored flexible working arrangements to best suit your ways of working in accordance to our client's policies. Flexible working arrangements, Enhanced annual leave entitlement, Support to equip home office.

  • Driving an open and transparent culture helps us identify the best way to support each colleague. External and internal Mentoring, Buddy scheme, social events.