Customer Service Representative (APA/QFA) – Financial Services

About the role

We are seeking a Customer Service Representative with an APA or QFA qualification to join our growing financial services team in Dublin. This hybrid, contract position focuses on delivering high‑quality support to loan customers, handling inquiries, and ensuring smooth account administration.

Key responsibilities

• Manage customer account administration, reviewing correspondence and determining appropriate actions.
• Investigate and resolve customer queries at the account level, aiming for positive outcomes.
• Liaise with internal teams to obtain information and progress customer requests.
• Perform loan administration tasks, including issuing statements and customer documentation.
• Handle inbound and outbound calls related to loan servicing.
• Maintain accurate system records after each interaction.
• Meet agreed service levels, quality standards, and performance targets.
• Take ownership of complaints and see them through to resolution.
• Identify and appropriately escalate errors or incidents, considering customer impact.

Required profile

• Previous experience in customer service, contact centre, or financial services (desirable but not essential).
• APA or QFA qualification.
• Strong communication and interpersonal abilities.
• Excellent attention to detail and ability to manage multiple priorities.
• Comfortable learning new systems and processes.
• Proactive, customer‑focused attitude with a strong sense of ownership.
• Ability to work independently while contributing positively to a team.

Required skills

• APA/QFA qualification