Technical Services Specialist – Dublin (Only open to Internal Applicants in Customer Care)

Excited new roles for a Qualified Insurance professional to join our team.  This Technical Services Specialist will be able demonstrate strong technical knowledge of your function, as well as exceptional customer engagement. This position is based in our Dublin or Galway offices.

This Technical Service Specialist will be responsible for ensuring there is a high level of product knowledge and technical capability across the department and will work with the Training and Quality team to deliver training and coach to the members of the team. Approximately 50% of your time will be spent dealing with customer queries/underwriting tasks.
The Technical Service Specialist remaining time will be spent working on training and coaching initiatives and acting as a Subject Matter Expert and point of referral on projects and minor enhancements. The Insurance Technical Specialist will work closely with the Customer Service Operations Lead ensuring a high standard on quality and technical knowledge in delivery with every interaction with customers.

Here in RSA Insurance we have a highly skilled team to ensure we deliver an outstanding customer experience at every point of contact. We pride ourselves on being an innovative leader in the insurance industry when it comes to what we provide and how we provide it.

We commit to exceptional standards of customer care and professionalism. We can offer you a vibrant and dynamic environment to work in with supporting towards your insurance qualification and most importantly developing a growing highly rewarding career in insurance.

At RSA Ireland our history goes way back. We can trace our roots to 1710. We are proud of our past, but we’re all about the future. A proud future powered by profitable growth and strong values. 
Headquartered in London, we have over 12,500 people supporting our 9 million customers, in over 100 countries. We’ve a long-standing reputation in Ireland too and have been providing insurance solutions to the Irish market since 1721. With teams in Dublin, Belfast and Galway we support our customers through our affinity and broker channels and our 123.ie business. 

We are pride ourselves on building an inclusive culture of continued development, with our people at the very heart of it. ‘Your Best U’ is our people brand and reflects our desire for everyone to bring the very best version of themselves to work every day and we build our culture on our values of love simplicity, do the right thing, be better every day and boundless ambition. We are a flexible employer and understand the need to balance work and life outside the office. This is a flexible role with the ability to work dynamically.

Key Responsibilities:

• Receiving and responding to routine customer inquiries and resolve customer concerns
• Responsible for helping to resolve problems and complaints.
• Assists with escalated calls.
• Available for QA call monitoring and coaching as required
• Performing other duties as assigned by Supervisor/Manager
• Liaising with the Training and Quality team to continuously improve the training programmes and identify any training needs.
• Designing, developing and delivering engaging training programmes to new and existing employees.
• Keeping training material and learning aids updated.
• Be a Subject Matter Expert for IT & Transformation projects and minor enhancements
• Be a point of referral for more complex queries within the team 
• Demonstrated self-motivation and an ability to work independently without direct supervision
• Effective communication skills
• A desire to continue to develop skills and knowledge
• Quality and levels of service delivered
• Operational efficiency
• Achievement of personal goals relating to post clearance & renewals
• Personal contribution to team productivity
• Application of Brand Beliefs
• Compliance with legal, regulatory and policy requirements

Requirements:

• Based in Dublin 
• APA Qualifed or working towards CIP
• Previous experiences working within a call or operation centre
• A proven track record in relation to Technical Quality and Customer Engagement
• Strong technical knowledge in both motor & home is an advantage
• Self-drive and best in class execution and delivery
• A passion for Customer Experience
• Proficiency in Microsoft Office
• Making things better everyday

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.