Contact Centre Associate

About the Role

Join a global technology leader based in Letterkenny, County Donegal, at a state-of-the-art delivery center recognized for its workplace excellence. With over 850 employees, this permanent onsite position offers a collaborative environment focused on innovation, continuous learning, and client impact. As a Contact Centre Associate, you will provide professional, empathetic assistance primarily related to pension scheme administration.

Key Responsibilities

• Handle inquiries from members, employers, and representatives through multiple channels including telephone, webchat, secure messages, and email.
• Deliver precise and timely support concerning pension administration topics such as retirement options, scheme processes, and digital service usage.
• Verify customer identity and manage personal information responsibly following data protection, regulatory, and organizational policies.
• Utilize approved knowledge bases and operational procedures to resolve queries accurately.
• Maintain thorough records of all customer interactions and input data appropriately into systems.
• Escalate complex or high-risk cases to specialized teams as per defined guidelines.
• Ensure a customer-focused, professional, and empathetic approach consistent with organizational values.
• Encourage and assist customers in adopting online and self-service platforms.
• Achieve quality, productivity, compliance, and service delivery targets.
• Identify and contribute to operational improvements enhancing customer satisfaction and efficiency.

Required Qualifications and Skills

• Minimum educational attainment equivalent to the Leaving Certificate Ordinary Level; customer service or financial qualifications are advantageous but not mandatory.
• Prior experience in a customer-facing role demonstrating effective use of product and system knowledge across diverse query types.
• Confident and clear communication skills suited to professional telephone interactions.
• Proficient understanding of MS Excel and Word; ability to adapt quickly to various computer systems and digital tools.
• Service-oriented attitude with capability to handle confidential information discreetly.
• Self-motivated, detail-conscious, proactive, and able to maintain composure under pressure and tight deadlines.
• Strong team player with a history of positive interaction within customer service environments.
• Flexibility to support multiple business areas and willingness to undertake relevant trainings.

Preferred Skills and Knowledge

• Basic familiarity with life and pension products including common policy types and terminology.
• Comfortable working with numerical data such as dates and policy values.
• Experience with CRM or case management systems in financial services contexts.
• Skills in conflict resolution, maintaining professionalism in challenging customer interactions.
• Awareness of data protection principles ensuring confidential information is handled appropriately.

Work Schedule and Location

This role operates on an 8.5-hour rotating shift schedule between 8:30 AM and 6:00 PM, Monday to Friday, based onsite at the Letterkenny Contact Centre.

Compensation and Benefits

Competitive remuneration and comprehensive benefits package including pension, health care, life assurance, technology provisions, extensive training resources, and various lifestyle discounts. The company promotes health and wellness initiatives and community engagement events.

Diversity and Inclusion

The organization champions equal opportunity employment and accessibility, welcoming applications from individuals across diverse backgrounds and abilities. Adjustments in the recruitment process are supported upon request to ensure equitable participation.

Important Notes

Applicants are advised to beware of fraudulent job offers as the company does not request payments or deposits and only contacts candidates from official communication channels.