Customer Service Desk Officer

Customer Service Desk Officer

This is a great opportunity for a candidate to be part of a dynamic and growing business. The role will focus on the deal booking process across our main portfolios which consist of Agri CT&I Technology Solutions and Healthcare all of which expect a premium level of service and fast turnaround times for payout.

The candidate should be comfortable with financial calculations excel and have a basic understanding of core products such as Hire Purchase Operating Lease and Finance Lease.

The Operations team is a multi-functional team and the candidate will be required to alternate between the Payouts and Customer Service team as and when seasonal demand requires.

The payouts role is considered a gatekeeping role and therefore a focused keen eye for detail and right first-time approach is key.

The Customer Service role will focus on the day-to-day management of our varied customer base as well as managing internal stakeholder requests. This is a fast-paced team which handles between 350 queries per month each ranging from quick balance checks to complex contract queries to end of lease management.

In this role you will be required to meet the Central Bank of Irelands minimum competency requirements for our business meaning you will be required to obtain a qualification as either an Accredited Product Advisor (Loan and Consumer Credit) or Qualified Financial Advisor.

Central Bank requirements for a Control Function (CF):

• Fitness & Probity: Fitness and Probity Standards 2023 ()

• Individual Accountability Framework: Guidance on the Individual Accountability Framework ()

Minimum Competency Code:Minimum Competency Code 2017 ()Find out morehereabout how you can unleash your full potential at DLL

Day to day:

• Complete all the final checks on deals prior to payout/activation.

• Review and validate the contract/legal agreement and invoice to ensure all financials are correct and match.

• Review the system inputs for the deal being booked ensuring all financials have been correctly captured including rental schedule subsidy amounts commission amounts margins product codes customer and partner data end of lease actions.

• Ensure that Residual Values are booked into system in line with end of lease requirements.

• Complete the finance checklists and ensure all payout details are accurate.

• Achieve 8-10 contracts activations per day achieving same day payout where possible within cut off times.

• Complete daily stats to ensure team overview of work in progress deals for pipeline management.

• Depending on experience activate/payout the deal within payout discretion with right first-time approach.

• Process a wide variety of tasks from daily customer queries incoming phone handling to more complex tasks such as restructures notations and handling our end of lease process within a set SLA.

• Assist internal stakeholders with complex queries regarding existing and potential future contracts as well queries surrounding payments customer data contract amendments.

• Ad Hoc paper and daily administrative tasks.

During peak times we expect candidates to have a flexible approach to their role which may mean taking on additional responsibilities as and when they arise.

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food free health checks fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning member development programs.
• Click thislinkfor an overview of all the benefits in your region.

Essentials:

• Effective communication and stakeholder engagement skills written and oral.

• Excellent time management with ability to multitask and arrange priorities under pressure.

• Strong decision-making ability/ability to work on your own initiative especially in an escalation/urgent scenario.

• Ability to be flexible and adapt to changing needs of the business.

• Proven team work ethic with willingness to go extra mile to get the job done especially during our peak season

• Detail oriented with a right first-time approach.

• Professional manner in all interactions.

Choose wellbeing

DLLs wellbeing ambition is to educate equip and empower members to build connections manage their mental emotional physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection Build meaningful connections with other DLL members
• Health Manage mental emotional and physical health
• Finance Provide learning opportunities to help members achieve personal financial health
• Lifestyle Maintain balance between work and life priorities

These are the things that matter to our members and the wellbeing of our members matters to DLL

Good to know:

• Deadline for application: (Due to high volume of applications this requisition may close prior to posted close date)
• The selection process may involve an assessment.
• Applications via email will not be reviewed. Please apply online via our career website.
• DLLs referral program applies
• #LI-NATALIE
• For more information please contact our Talent acquisition partner Natalie Gray via

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity please advise Human Resources if you require accommodation in accordance withour values and all applicable legislation.