Senior Customer Service Representative

Bank of America; Chester; On-site; GBP 20,000 - 32,000; Full time

Job summary

A leading financial institution seeks a Senior Customer Service Representative in Chester. This role involves addressing inquiries from corporate cardholders while providing high-quality service in a multilingual environment. Candidates must be fluent in English and an additional language, with a strong focus on customer satisfaction and communication skills. Opportunities for growth within the company are available, and flexible shift options will be offered.

Benefits

Private healthcare

Pension plans

Life assurance

Childcare support

Flexible benefits

Mental health resources

Cultural memberships

Volunteering opportunities

Qualifications

• Fluent in English and at least one additional language: German (preferred), French, Spanish, or Italian.
• Professional, courteous, and positive attitude.
• Customer Service or Contact Centre experience is advantageous.

Responsibilities

• Handle a wide range of cardholder queries in a multilingual contact centre.
• Respond to calls empathetically and professionally.
• Take responsibility for resolving queries and maintaining product knowledge.

Skills

Fluency in English

Communication skills

Multi-tasking skills

Job description

Job Description:

Job Title: Senior Customer Service Representative

Corporate Title: No Corp Title

Location: Chester

Company Overview:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities, and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Overview:

Find us in Chester, a city renowned for its culture, history, and beauty. Working at Bank of America Chester offers a global career opportunity within a renowned organization, situated against the backdrop of the North Wales hills and the River Dee.

Role Description:

We have a Customer Service Representative opportunity in our Chester office. You will handle inquiries from prestigious corporate cardholders and clients, ensuring high-quality service and adding value. Fluency in English and one or more of the following languages is required: German (preferred), French, Spanish, or Italian. The role involves working shifts starting as early as 6 am and ending as late as midnight, with good internal mobility prospects for suitable candidates.

Responsibilities:

• Handle a wide range of cardholder queries in a multilingual contact centre environment.
• Respond to calls empathetically, professionally, and in accordance with policies.
• Manage complex queries and refer to supervisors or internal partners when needed.
• Take responsibility for resolving queries, maintaining product knowledge, and awareness of bank activities.
• Assist with special projects and miscellaneous duties.
• Use communication skills and product knowledge to generate revenue and maximize account usage.
• Record all information accurately, maintaining confidentiality per FCA Regulations and Data Protection Act.
• Maintain focus on quality to balance customer service and policy adherence.

Requirements:

• Fluent in English and at least one additional language: German (preferred), French, Spanish, or Italian.
• Willing to work various shifts.
• Customer Service or Contact Centre experience is advantageous.
• Professional, courteous, and positive attitude.
• Well-organized, proactive, with excellent multi-tasking skills.
• Excellent written and oral communication skills.

Benefits:

We offer private healthcare, pension plans, life assurance, group income protection, childcare support, flexible benefits, mental health resources, charitable donation matching, cultural memberships, and volunteering opportunities.

Our Values:

We prioritize conduct, sound judgment, and individual accountability. We are committed to equal opportunity and accessible recruitment processes. We encourage candidates to inform us of any adjustment requirements.