Customer Service Representative – Financial Services

at  Tata Consultancy Services

Experience required:

• 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.
• Good knowledge and experience required in relation to The Consumer Protection Code 2012.
• 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

THE ROLE

We are looking for confident and engaging Customer Service Representatives to join us in 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 as well as assisting in claims assessment and CPC related activities. 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.
• 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.
• Handle client policy servicing and financial transaction requests.
• Completion of new business set ups, maintaining new business logs and reports and following up on cases where required.
• 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 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.
• 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

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:

• 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.
• Good knowledge and experience required in relation to The Consumer Protection Code 2012.
• 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.

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

Good to have:

• APA or QFA designation with LIA or Institute of Bankers
• Consumer Protection Code Experience.

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