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Multi-Lingual Customer Service Representative

Chester, , United Kingdom

Job Description:

Job Title: Multi-Lingual Customer Service Representative

LOB: GT&O

Corporate Title: Non - Officer

Location:  Chester

Role Description

In our Chester Site we are recruiting for someone to join our Commercial Card Department as a Senior Customer Service Representative.  This team is responsible for answering commercial cardholder’s telephone enquiries in accordance with established quality, revenue and productivity goals. The primary objective of the role is to provide a quality experience, adding value, and doing both as efficiently and effectively as possible. You will be able to speak 3 languages, English and 2 others (German, French, Spanish, and/or Italian)

The operating hours for this team are between 6am-12am. There will be a rotational shift pattern which would cover an 8-hour shift between the hours of 6am-12am. Morning shifts are 6am-2pm, 7am-3pm, 8am-4pm, 9am-5pm, 10am-6pm 11am-7pm etc and a late shift of 3pm-11pm and 4pm-12am.

The Role

  • Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts in a multilingual contact centre environment
  • Deal with calls from authorisation centres and merchants regarding the processing of transactions
  • Handle more complicated cardholder queries and, where necessary, referring cardholders to supervisors
  • Always ensure that responsibility is taken for resolving cardholder queries
  • Maintain a high level of product knowledge and awareness of bank wide activities and issues
  • Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures
  • Assist with special projects as assigned by management
  • Perform miscellaneous duties as assigned by management
  • Respond to enquiries about the Bank of America products, benefits and services
  • Utilise superior communication skills and knowledge of products, benefits and services to generate revenue and maximise account usage
  • Ensure that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
  • Be consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained
  • Update bank records in accordance with Data Protection requirements

The Team

  • Training and support you’d expect from a leading global bank
  • The opportunity to grow your career right here in Chester
  • Exposure to a variety of financial products
  • Continued year-on-year growth of the team
  • We offer excellent mobility and development

Skills

  • Fluent in English and one or more of the following languages – German, French, Spanish or Italian
  • Convey a professional, courteous and positive attitude when dealing with cardholders
  • Excellent oral and written communication skills
  • Ability to work effectively in a high volume, multi-faceted environment
  • Self-motivated and results-orientated
  • Excellent attention to detail
  • Flexible
  • Ability to influence and negotiate with other
  • Acts as a Customer/Client Advocate
  • Learns and adapts to Changing Business Needs
  • Works effectively with others by establishing and maintaining positive working relationships
  • Manages Risk
  • Previous background in a Customer Contact centre

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgement is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-20049737

Manages People:

Manager:

Talent Acquisition Contact:

Referral Bonus:

Check out the Chester office

Located on the River Dee near the Welsh border, we enjoy working in historic Cheshire, surrounded by beautiful green landscape and cultural institutions like the Chester Zoo and Storyhouse.

Three co-workers outdoors at the Chester, UK office
A street in downtown Chester
A river with boats

Street Address

Primary Location:
Herons Way, Chester, CH4 9FE