Customer Experience Champion – Macroom

About the role

The Branch Customer Experience Champion will work closely with the Branch Lead and the wider team to deliver outstanding service to our customers in Macroom. You will support daily operations, promote our Omni‑Channel approach and help grow the customer base through proactive engagement.

Key responsibilities

• Support the day‑to‑day operation of customer service within the branch.
• Provide high‑quality advice to customers across phone and face‑to‑face interactions, guiding them through product and financial needs.
• Handle customer queries professionally and in compliance with regulatory standards.
• Generate and execute sales from qualified leads, following the Omni‑Channel ethos and activity management system.
• Assist with sales campaigns, including post‑sale fulfilment, administration and follow‑up tasks.
• Respond promptly to leads passed from Open24 to maximise new business opportunities.

Required profile

• QFA or APA qualification in Loans and/or Savings & Investments, with current CPD hours.
• If APA not held, commitment to achieve both Loans and S&I APA within two years.
• Minimum entry: Ordinary Leaving Certificate (or equivalent) with required grades, or 5+ years post‑Leaving Certificate experience.
• Strong interpersonal and communication skills with a focus on delivering an outstanding customer experience.
• Excellent knowledge of retail finance products, processes and procedures.
• Significant experience in financial services.

Required skills

• Proficiency with the Open24 system.

What we offer

• 24‑month fixed‑term contract.
• On‑site role based in Macroom, Ireland.
• Opportunities for professional development through the Collaborative Customer Conversations programme.