Work+

Applicant
Employer

Customer Service Specialist - Mortgages AIB (NI)

  • Employer Profile

    AIB (NI)

  • Apprenticeship Type

    Leading Customer Operations > Level 6

  • Positions

    1

  • Location

    92 Ann Street, Belfast, BT1 3HH

  • Salary

    £19,000

  • Start date

  • Location Type

    Hybrid

Job Description


  • Engage with customers/brokers to action mortgage requests/leads received via post, mail, telephone, web, personal finance portal in a professional and timely manner.

  • Package & prepare mortgage application(s) for assessment by mortgage advisor / underwriter.

  • Collaborate with and support mortgage advisors and underwriters to ensure quality and accuracy of mortgage applications.

  • Create positive relationship with customers/brokers through regular communication at all stages of packaging journey.

  • Liaising with branches regarding ongoing applications.

  • Manage telephone enquiries, ensuring customers are provided with up to date information required and receive calls backs as requested and or necessary.

Person Specification


Do you see yourself working as part of a team in a fast paced environment who is able to adapt to the changing needs of our customers and the financial environment within the Northern Ireland market?

We are looking for someone who will help our customers achieve their dreams and ambitions in a manner consistent with Our Purpose.

Have you the ability to work either individually or as part of a team in order to achieve shared objectives, embrace hybrid working and display excellent communication skills?

Why not join our small team where you will be given the chance to shine and further develop your career within AIB!

Applicable courses

Whilst you are applying to an employer through Workplus you must apply directly to the training providers to secure your place on the apprenticeship course.

Leading Customer OperationsUlster University

Description

Summary

A degree programme that specialises in leading operations equipping students with the skills and knowledge required in a rapidly changing business landscape. The programme emphasises the importance of designing operational processes with a human-centred approach, leveraging technology to drive efficiencies and using data to make informed decisions. Leading Customer Operations is a project and inquiry based programme that will enable you to develop an understanding of the principles and practices of management and leadership within the professional and shared services environment.

The underlying principle of the programme is to ensure a high quality academic curriculum and to future-proof and support the emerging future of work requirements.

About

• Expertise from three key focus areas: human centred design, digital transformation and business insights

• A variety of topics including Customer Experience, Project Management, Personal Development, Leadership, Strategic Marketing, Finance, Digital Business and Technology

• How to effectively solve problems, lead people and leverage digital technologies

Attendance

The programme is delivered over an academic year part-time, through; lectures, seminars, workshops, lab time and independent study. This will vary per organisation and may be weekly day release or alternatively a hybrid model of face to face lectures, learning pathways, live online sessions and drop in clinics.
• You will study alongside your current role and be released for the necessary teaching at Ulster University.

Start dates

  • September 2023

Teaching, Learning and Assessment

• The main learning and teaching methods used on this programme are; lectures (including guest speakers), seminars, independent learning and research as well practical work-based projects.

• Assessment methods include professional reports, business simulation tasks and presentations.

We aim for an excellent student learning experience through inclusive, relevant modules and curricula. Excellence in learning at Ulster University will provide all students, whatever their background, with a high-quality, challenging and rewarding experience that fosters students’ ability to:

• demonstrate critical enquiry

• advance their career

• be confident in their entrepreneurial endeavour

• be resilient and responsive to change

• exhibit professionalism

• become global citizens that meaningfully contribute to professional communities and wider society

Assessment is designed to assess your achievement of the module’s stated learning outcomes. The precise assessment will depend on the module and may be subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes. You can expect to receive timely feedback on all coursework assessment.

The content for each course is summarised on the relevant course page, along with an overview of the modules that make up the course.

Each course is approved by the University and meets the expectations of:

Attendance and Independent Study

As part of your course induction, you will be provided with details of the organisation and management of the course, including attendance and assessment requirements - usually in the form of a timetable. For full-time courses, the precise timetable for each semester is not confirmed until near the start date and may be subject to change in the early weeks as all courses settle into their planned patterns. For part-time courses which require attendance on particular days and times, an expectation of the days of attendance will often be included in the letter of offer. A course handbook is also made available.

Courses comprise modules for which the notional effort involved is indicated by its credit rating. Each credit point represents 10 hours of student effort. Undergraduate courses typically contain 10- or 20-credit modules and postgraduate course typically 15- or 30-credit modules.

The normal study load expectation for an undergraduate full-time course of study in the standard academic year is 120 credit points. This amounts to around 36-42 hours of expected teaching and learning per week, inclusive of attendance requirements for lectures, seminars, tutorials, practical work, fieldwork or other scheduled classes, private study, and assessment. Part-time study load is the same as full-time pro-rata, with each credit point representing 10 hours of student effort.

Postgraduate Masters courses typically comprise 180 credits, taken in three semesters when studied full-time. A Postgraduate Certificate (PGCert) comprises 60 credits and can usually be completed on a part-time basis in one year. A 120-credit Postgraduate Diploma (PGDip) can usually be completed on a part-time basis in two years.

Class contact times vary by course and type of module. Typically, for a module predominantly delivered through lectures you can expect at least 3 contact hours per week (lectures/seminars/tutorials). Laboratory classes often require a greater intensity of attendance in blocks. Some modules may combine lecture and laboratory. The precise model will depend on the course you apply for and may be subject to change from year to year for quality or enhancement reasons. Prospective students will be consulted about any significant changes.

Assessment

Assessment methods vary and are defined explicitly in each module. Assessment can be via one method or a combination e.g. examination and coursework . Assessment is designed to assess your achievement of the module’s stated learning outcomes. You can expect to receive timely feedback on all coursework assessment. The precise assessment will depend on the module and may be subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.

Coursework can take many forms, for example: essay, report, seminar paper, test, presentation, dissertation, design, artefacts, portfolio, journal, group work. The precise form and combination of assessment will depend on the course you apply for and the module. Details will be made available in advance through induction, the course handbook, the module specification and the assessment timetable. The details are subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.

Normally, a module will have four learning outcomes, and no more than two items of assessment. An item of assessment can comprise more than one task. The notional workload and the equivalence across types of assessment is standardised.

Calculation of the Final Award

The class of Honours awarded in Bachelor’s degrees is usually determined by calculation of an aggregate mark based on performance across the modules at Levels 5 and 6 (which correspond to the second and third year of full-time attendance).

Level 6 modules contribute 70% of the aggregate mark and Level 5 contributes 30% to the calculation of the class of the award. Classification of integrated Masters degrees with Honours include a Level 7 component. The calculation in this case is: 50% Level 7, 30% Level 6, 20% Level 5. At least half the Level 5 modules must be studied at the University for Level 5 to be included in the calculation of the class.

All other qualifications have an overall grade determined by results in modules from the final level of study. In Masters degrees of more than 200 credit points the final 120 points usually determine the overall grading.

Figures correct for academic year 2019-2020.

Academic profile

The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.
Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (20%) or Lecturers (55%).
We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) by Advanced HE - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.
The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise. The precise staffing for a course will depend on the department(s) involved and the availability and management of staff. This is subject to change annually and is confirmed in the timetable issued at the start of the course.

The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.

Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (20%) or Lecturers (55%).

We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) by Advanced HE - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.

The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise.  The precise staffing for a course will depend on the department(s) involved and the availability and management of staff.  This is subject to change annually and is confirmed in the timetable issued at the start of the course.

Occasionally, teaching may be supplemented by suitably qualified part-time staff (usually qualified researchers) and specialist guest lecturers. In these cases, all staff are inducted, mostly through our staff development programme ‘First Steps to Teaching’. In some cases, usually for provision in one of our out-centres, Recognised University Teachers are involved, supported by the University in suitable professional development for teaching.

Figures correct for academic year 2021-2022.

Modules

Here is a guide to the subjects studied on this course.

Courses are continually reviewed to take advantage of new teaching approaches and developments in research, industry and the professions. Please be aware that modules may change for your year of entry. The exact modules available and their order may vary depending on course updates, staff availability, timetabling and student demand. Please contact the course team for the most up to date module list.

Year one

Project Management Fundamentals

Year: 1

The aim of this module is to provide an understanding of the core elements of Project Management. It focuses on developing the practical and evaluative skills required to undertake inquiry-based learning while utilising project management tools. Subjects covered include the stages of project management and planning, report writing and presentation skills.

Personal Development and Team Dynamics

Year: 1

The aim of this module is to provide the skills and capabilities required to undertake effective self-management and to understand team and organisational development and success. It focuses on developing personal and interpersonal skills and recognising team dynamics. Subjects covered include achieving objectives through self-management, team working, effective communication skills, assertiveness, problem solving and emotional intelligence.

The Sustainable Business Services Environment

Year: 1

This aim of this module is to provide the skills and capabilities required to understand the external and internal sustainable business environment and how these affect the principles and practices of operational management. It focuses on developing the practical and evaluative skills required to identify a variety of concepts, methods and theories within education for sustainable development (ESD).

Customer and Stakeholder Relations

Year: 1

The aim of this module is to understand and apply the principles and practices of effective customer and stakeholder relationship management. It considers the client relationship management process, including dealing with customer complaints. The module aims to develop the knowledge and skills required to identify, analyse and manage stakeholders.

Introduction to Customer Experience

Year: 1

The aim of this module is to provide an understanding of the key principles of CX and how customers interact with a brand across a variety of channels, delivering brand promise and increasing customer satisfaction and loyalty. It focuses on developing the practical skills required to deliver a responsive and superior CX, the interpretation of customer insight and the analysis of data to determine and drive measurable outcomes.

Digital Business and Technology

Year: 1

The aim of this module is to provide an understanding of the evolving range of technology available within the business sector and how it is used to engage with customers. It focuses on developing an understanding of the role of technology, how individual systems and hardware interact with each other and the balance between cost and efficiency. Subjects covered include understanding the true value of technology, an introduction to concepts of business case creation and 'return on investment' from new digital business initiatives.

Year two

The CX Professional

Year: 2

The aim of this module is to provide the knowledge and skills required to provide an effective CX to proactively respond to the changing demands in consumer expectations. It focuses on developing practical and evaluative methods required to promote professional and organisational performance that results in measurable CX outcomes.

The Data Driven Workplace

Year: 2

The aim of this module is to provide the knowledge and skills to understand the application of data in organisations, and to start the process of building capability in designing, structuring, and analysing data. It focuses on developing understanding in the impact of accurate forecasting to enhance operational efficiency, improve customer experiences, and develop an awareness of sophisticated uses of big data and analytics to propel advances that can create sustainable changes.

Business Research

Year: 2

Research is imperative for organisational development and informed business decision making. The aim of this module is to facilitate an understanding of the main concepts and principles of research in a business and organisational context. The module develops the student's understanding of how to source, interpret and analyse business information and data. It considers how the information is reported and utilised for the purposes of business or organisational development.

Managing and Developing People

Year: 2

The aim of this module is to provide the knowledge and skills required to effectively manage employees in an increasingly mobile workforce, empower and develop employee self-awareness while analysing organisational performance. It focuses on evaluating employee needs and developing practical, empowering and motivational managerial and leadership skills to improve performance.

Intrapreneurship and Business Innovation

Year: 2

Intrapreneurship and innovation are critical competencies for organisations seeking to improve and sustain their business in a highly competitive environment. This module develops students as leaders of change and prepares them for subsequent leadership and business project modules.

Responsible and Ethical Business Practice

Year: 2

This aim of this module is to provide the skills and capabilities required to demonstrate an awareness of effective operational management in implementing sustainable change and delivering sustainable outcomes. It will focus on developing practical skills to implement various concepts, methods and theories within operational and marketing management.

Year three

Strategic Marketing

Year: 3

The aim of this module is to provide the skills and capabilities required to undertake and analyse marketing research and associated research methods in enabling marketers to generate cohesive information. It focuses on developing and identifying the components and requirements of successfully conducting marketing research, giving managers the right information in the right form to make informed marketing decisions. Subjects covered include: marketing research; the marketing environment; consumer behaviour; branding; marketing planning, and marketing communication.

Contemporary Leadership

Year: 3

The aim of the module is to provide the skills and capabilities to critically evaluate the role of leadership in today's changing and challenging business environment. It focuses on developing the practical and evaluative skills required for specific leadership styles, traits and characteristics needed to perform effectively within an organisation. Subjects covered include assessing leadership styles, considering the impact of emotional intelligence and leading authentically for effective team working and organisational effectiveness.

Business Finance

Year: 3

The aim of this module is to provide a critical understanding of the key financial concepts required in a management role. It focuses on developing an understanding of interpreting financial business concepts, statements. The module will provide a critical understanding of the cost management process and managing working capital. Subjects covered include approaches to procurement, contracting and legal requirements.

Business Project

Year: 3

This module will serve as an integrating mechanism for all other modules on the degree programme, as well as developing powers of analysis and evaluation and project management skills. Through this module, students will also develop knowledge and skills in research methods and techniques in preparation for completion of their applied business management project which will add real value to their host organisation.

Developing Professional Practice

Year: 3

This aim of this module is to provide the skills and capabilities required to reflect and critically analyse programme and work-based learning in order to plan and execute Continuous Professional Development by considering the main areas of personal effectiveness, interpersonal excellence and business performance. It focuses on developing the practical, evaluative and analytical skills required to influence and develop the necessary personal and professional traits to thrive and survive in a VUCA world environment.

Award

BSc (Hons)

Validated By

Ulster University

Eligibility

18+ Fully Funded

Entry Criteria

A level

The A Level requirement for this course is 2 A levels Grade A-E

GCSE

GCSE Profile to include 3 Grade A-C

English Language Requirements

English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.

Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.

Additional Entry Requirements

Entry requirements for the course will depend on what company you are doing the Higher Level Apprenticeship with.

To be eligible you must:

• Have been newly employed by your company within 6 months or started a new role within your company in the last 6 months.

• Be ordinarily resident in Northern Ireland for at least three years.

The General Entrance Requirements below identify the minimum qualifications needed for application to a course at Ulster University.

1. Provide evidence of competence in written and spoken English (GCSE English Language grades A-C/ 4-9 or equivalent); and

2. Provide evidence of passes in five subjects, two of which must be at A level (grades A-E) and three at GCSE level* (grades A-C/4-9);

3. Provide evidence of passes in four subjects, three of which must be at A level (grades A-E) and one at GCSE level* (grades A- C/4-9); or

4. Provide evidence of an approved qualification at an equivalent level such as a BTEC Level 3 Extended Diploma or Access to Higher Education qualification or equivalent**; or

5. Provide evidence, for a process of formal accreditation by the University, of learning you have gained through work or other experience.

* GCSE English Language (grades A-C/4-9) may be used as part of the GCSE requirement

If you don’t have the necessary qualifications but can show you have the relevant experience or other certified learning, then Ulster University may give credit for learning achieved by an individual before entry to a programme of study. This process is called Accreditation of Prior Learning (APL).

Duration

4

Start Date

Sunday 01 September 2024

End Date

Wednesday 30 June 2027

Progression Pathway

N/A

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