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Multilingual Senior Customer Service Representative

Chester, , United Kingdom

Job Description:

Job Title: Cardholder Servicing Representative

LOB: Commercial Card

Location: Chester

Working hours: Shift patterns are Monday – Friday, on a 7 hour shift, between 6am and 11pm

We have a fantastic Cardholder Servicing Representative opportunity, available here in our Chester office. You will be 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 superior quality experience, adding value, and doing both as efficiently and effectively as possible.  The role requires the candidate to speak a minimum of 3 languages. Must be fluent in English, and at least two of the following languages: German, French, Spanish or Italian.
 

Responsibilities will include but not limited to:

  • Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts in a multilingual contact centre environment.

  • Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures.

  • Handle more complicated cardholder queries and, where necessary, referring cardholders to supervisors or consulting with other internal partners.

  • Always ensure that responsibility and ownership is taken for resolving cardholder queries.

  • Maintain a high level of product knowledge and awareness of bank wide activities and issues.

  • Respond to enquiries about the Bank of America products, benefits and services.

  • Assist with special projects and miscellaneous duties as assigned.

  • 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.

Core Skills:

Essential

  • Fluent in English and two or more of the following languages – German, French, Spanish or Italian.

  • Convey a professional, courteous and positive attitude when dealing with cardholders

  • Well organised and proactive with excellent multi-tasking abilities

  • 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 others.

Desirable

  • Previous background in a Customer Contact area

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 judgment 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.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H7

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Cardholder Servicing Representative

LOB: Commercial Card

Location: Chester

Working hours: Shift patterns are Monday – Friday, on a 7 hour shift, between 6am and 11pm

We have a fantastic Cardholder Servicing Representative opportunity, available here in our Chester office. You will be 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 superior quality experience, adding value, and doing both as efficiently and effectively as possible.  The role requires the candidate to speak a minimum of 3 languages. Must be fluent in English, and at least two of the following languages: German, French, Spanish or Italian.
 

Responsibilities will include but not limited to:

  • Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts in a multilingual contact centre environment.

  • Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures.

  • Handle more complicated cardholder queries and, where necessary, referring cardholders to supervisors or consulting with other internal partners.

  • Always ensure that responsibility and ownership is taken for resolving cardholder queries.

  • Maintain a high level of product knowledge and awareness of bank wide activities and issues.

  • Respond to enquiries about the Bank of America products, benefits and services.

  • Assist with special projects and miscellaneous duties as assigned.

  • 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.

Core Skills:

Essential

  • Fluent in English and two or more of the following languages – German, French, Spanish or Italian.

  • Convey a professional, courteous and positive attitude when dealing with cardholders

  • Well organised and proactive with excellent multi-tasking abilities

  • 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 others.

Desirable

  • Previous background in a Customer Contact area

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 judgment 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.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. 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-21042369

Band: H7

Manages People:

Manager:

Talent Acquisition Contact:

Josh Littlemore

Referral Bonus:

0

Street Address

Primary Location:
Herons Way, Chester, CH4 9FE