Role: Customer Support Advisor

Fraud Contact Centre

Location: Hybrid

Cpl is a proud Talent Partner to Bank of Ireland. We have been a trusted partner to deliver brilliant, engaged and committed people to support Bank of Ireland’s promises to deliver for their customers. Cpl trust that Bank of Ireland offers a fantastic opportunity for our Cpl Colleagues to learn, develop and build their career within banking and receiving access to the best training, systems, and support from our colleagues in Bank of Ireland.

Our goal is that while you are a Cpl colleague on site with Bank of Ireland, you are set up for success no matter what your role, duration, or terms of your contract. This role will provide full 360 support to you by way of full training, and on-going support to develop yourself.

This is an environment where the customer is the focus, and as a Cpl colleague on site with this client, you will be central to that delivery. At the heart of this purpose is our commitment for an inclusive environment.

In this role you will be part of BOI Fraud customer centre team responsible for all reactive and proactive contact with customers in terms of fraudulent activity on credit cards, debit cards and their online banking. This is a 24/7 operation supporting customers when fraudulent activity is attempted, or occurs, on their accounts. This role is an integral part of the business to ensure that Bank of Ireland support their customer when fraud occurs and ensuring the appropriate actions are taken.

What the role is about:

Provide `Best in Class` customer service and provide clear solutions to customer queries
Perform and approach your role to the professional standards expected of a leading contact centre
Work towards achievement of individual performance objectives
Positively contribute to your team and support team colleagues
Compliance with all regulatory requirements including all operational and administrative procedures
Embrace personal development and ensure that required levels of competency are being achieved in line with role expectations

Role requirements:

Excellent team player with energy and commitment to achieving the goals of the Fraud Customer Centre
Customer service experience with a strong customer focus
Strong interpersonal and communication skills
A flexible energetic and innovative approach to work. Ability to adapt to a changing environment
Self-motivated with the ability to meet targets
Excellent problem solving and resolution skills with good attention to detail with emphasis on getting it right first time

Desirable Qualifications, Skills & Experience:

Experience in a phone-based role
Strong IT Skills, i.e., Microsoft products

Benefits of being a Cpl colleague on site:

Great starting rates & hours
Engaged onboarding & training
APA/ QFA support subject to role
Dedicated EAP program
Bike To Work scheme
Travel tax incentives
A diverse and inclusive culture
Remote, hybrid & on-site opportunities - Subject to role
Flexible hours available - Subject to role
Access to internal BOI Careers Lab and soft skill training

Cpl is committed to providing a positive employee experience for all its people where everyone can gain access to meaningful and challenging work with opportunities for growth and career progression.

Cpl is an Equal Opportunity employer. At Cpl we believe that delivering our vision to be the world’s best at transforming our clients and candidates through sustainable transformational talent solutions & experiences can be achieved by having a diverse and inclusive culture, where everybody feels that they can bring their whole selves to work and are proud to do so. Cpl welcomes applications from all individuals, including applicants with additional needs and disabilities and those who have taken time out for reasons including family or caring responsibilities. As a company Cpl is a Gold Medal holder for Diversity & Inclusion.

We have also been recognised as the 5th Best Large Workplace in Ireland by Great Place to Work®; these values drive our passion for our programs, supporting our clients and Cpl colleagues across our client sites.

While initially these are contracts circa 12 months in duration; due to ongoing investment in front line services, opportunities to extend are available subject to individual performance and availability of roles. Over the years, we have seen Cpl colleagues start something amazing, take experience from other roles and build solid careers with Bank of Ireland, which has resulted in a very high proportion of people going on to have permanent careers with them when they become available. We have had people leave to travel or continue their education come back and resume their journey.

If you are interested, please feel free to apply for this exciting opportunity or send your CV to my email address; [email protected]

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