Senior Service Specialist

Bank of America; Chester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading financial institution located in Chester seeks a Senior Service Specialist to provide technical support to clients and internal teams. This role emphasizes client satisfaction, problem-solving, and building strong relationships with a diverse client base. Successful candidates will have excellent communication skills, a background in technical support, and the ability to handle multiple tasks efficiently. Competitive benefits include private healthcare and a flexible pension plan.

Benefits

Private healthcare

Competitive pension plan

20 days of back-up childcare

Flexible benefits options

Emotional wellbeing helpline

Employee Assistance Program

Charity donation matching

Arts & Culture corporate membership

Volunteering opportunities

Qualifications

• Experience in a Technical Helpdesk role, familiarity with service desk processes.
• Strong organizational skills to manage multiple tasks efficiently.
• Ability to convey a professional attitude while interacting with clients and partners.

Responsibilities

• Provide excellent technical support to clients via phone and email.
• Resolve queries and maintain relationships with global clients.
• Work with internal and third-party teams to manage issues.
• Research data problems and troubleshoot complex queries.
• Assist clients with reports and reconcile financial inconsistencies.

Skills

Commercial card experience

Client facing experience

Excellent verbal and written communication skills

Logical and analytical approach

Strong problem solving and analytical skills

Technical aptitude

Self-motivated and results-oriented

Job description

Job Description:

Chester - UK

Location: EMEA

Job Title

Senior Service Specialist

Corporate Title

Up to Assistant Vice President

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 the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world‑renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

Role Description:

You will be responsible for providing excellent technical support to our clients and internal business partners via both telephone and email, making sure that queries are resolved in a timely manner with a focus on client satisfaction and with the upmost attention to detail.

You will need to utilise your analytical and problem‑solving skills, as well as your excellent communication skills in order to ensure that we maintain an established relationship with our global clients.

Responsibilities:

Here at our Chester office, we’re currently seeking a Card Digital Services Advisor (Technical Help Desk) to join our existing team of 4 advisors. Working with our varied multinational client base across EMEA, you will be supporting existing clients with technical queries on a range of systems and processes that we support, building solid relationships and establishing yourself as a trusted advisor to them.

• Providing technical support to our clients via telephone and email in support of queries relating to a variety of card based systems, managing through to resolution with both internal and 3rd party vendor teams.
• Working closely with Sales, Operations, Technical Help Desk, and Fulfilment departments leveraging teamwork to provide the client with a seamless delivery
• Possessing a passion and urgency to serve our clients and operate as a client advocate
• Researching data problems, investigating technical errors and troubleshooting complex queries for clients, all within defined SLA’s.
• Assisting Clients with running and building MI reports and helping to reconcile financial data inconsistencies.
• Being consistently focused on delivering quality responses with customer service and adherence to bank policies and procedures at the front of mind.
• Working independently with strong organisational skills to overcome challenges with requests and ensures our clients’ needs are satisfied
• Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardise client experience

Leveraging industry and product expertise to deepen client relationships and mitigate risk throughout the servicing process

What we are looking for:

• Commercial card experience
• Client facing experience
• Excellent verbal and written communication skills, comfortable with high degree
• of direct client interaction
• Logical and analytical approach to tasks
• Positive and willing to learn approach
• Strong problem solving and analytical skills
• Technical aptitude and demonstrated ability
• Previous background in a Technical Helpdesk area along with experience of service
• desk processes
• Conveying a professional, courteous and positive attitude when dealing with both
• clients and internal business partners.
• Ability to effectively manage a multitude of tasks and responsibilities in a time
• efficient manner
• Being self‑motivated and results‑orientated.

Preferred Skills

• Additional Language Skills – Spanish/French/German/Italian

Skills that will help:

• The nice-to-haves as opposed to the essential requirements for the position
• We recommend keeping this to between 2 and 4 bullet points

Benefits of working at Bank of America:

UK

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• 20 days of back‑up childcare including access to school holiday clubs and 20 days of back‑up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.
• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.
• Access to an Employee Assistance Program for confidential support and help for everyday matters
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

Bank of America:

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 sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio‑economic background, responsibility for dependants or 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.