Senior Customer Service Representative

Bank of America; Chester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Representative in Chester. The ideal candidate will manage inquiries from corporate cardholders, providing exceptional customer service in English and one other language. This role offers great career prospects and a comprehensive benefits package, including private healthcare and a competitive pension plan. Flexibility in work hours is required.

Benefits

Private healthcare for you and your family

Competitive pension plan

Back-up childcare and adult care support

Flexible benefits

Access to mental health resources

Charitable donation options with company matching

Qualifications

• Fluent in English and one other language (French, German, Spanish, or Italian).
• Experience in Customer Service or Contact Centre is advantageous.
• Professional, courteous, and positive attitude.
• Well-organized and proactive.

Responsibilities

• Handle a wide range of cardholder queries in a multilingual setting.
• Respond to calls empathetically and professionally.
• Address complex queries and refer to supervisors when needed.
• Maintain confidentiality per FCA Regulations and Data Protection Act.

Skills

Fluent in English

Proficient in German

Proficient in French

Proficient in Spanish

Proficient in Italian

Excellent written and oral communication skills

Multitasking skills

Job description

Job Description:

Job Title: Customer Service Representative

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 well-known organization, set against the scenic North Wales hills and the River Dee.

Role Description:

We have a Customer Service Representative position available in our Chester office. You will handle inquiries from prestigious corporate cardholders and clients, ensuring quality, revenue, and productivity goals are met. The role focuses on providing a high-quality, value-added customer experience while maintaining high standards of ‘client delight’. Fluency in English and either German or two of the following languages: French, Spanish, or Italian is required. The role offers good career prospects and internal mobility for suitable candidates. Flexibility to work shifts starting as early as 6am and ending as late as midnight is necessary.

Responsibilities:

• Handle a wide range of cardholder queries regarding their commercial accounts in a multilingual contact centre environment.
• Respond to calls empathetically, professionally, and in accordance with policies and procedures.
• Address complex queries and refer to supervisors or internal partners when needed.
• Take responsibility for resolving queries, maintaining product knowledge, and being aware of bank-wide activities.
• Assist with special projects and miscellaneous duties.
• Use communication skills and product knowledge to generate revenue and maximize account usage.
• Accurately record all information and maintain confidentiality per FCA Regulations and Data Protection Act.
• Focus on quality to balance customer service with policy adherence.

What we are looking for:

• Fluent in English and one other language (French, German, Spanish, or Italian).
• Willing to work a range of shifts from 6am to midnight, Monday to Friday.
• Customer Service or Contact Centre experience is advantageous.
• Professional, courteous, and positive attitude.
• Well-organized, proactive, with excellent multitasking skills.
• Excellent written and oral communication skills.

Benefits of working at Bank of America:

UK:

• Private healthcare for you and your family, with an annual health screen and options for partners.
• Competitive pension plan, life assurance, and income protection.
• Back-up childcare and adult care support.
• Flexible benefits including wellbeing accounts, travel insurance, and critical illness cover.
• Access to mental health resources, helplines, and virtual GP services.
• Confidential support through Employee Assistance Program.
• Charitable donation options with company matching.
• Discounts on cultural institutions and volunteering opportunities.

Bank of America:

We prioritize good conduct and sound judgment, emphasizing individual accountability and ownership. We are an equal opportunity employer, committed to accessible recruitment processes and diversity. Candidates are selected based on skills, qualifications, and experience, with adjustments made as needed for accessibility.