Bank Of America Senior Customer Service Representative 

United Kingdom, England, Chester 

816734792

Job Description:

Job Description:

Shift patterns will be five nights a week from Sunday night to Thursday night, on an 8-hour shift (including a 1 hour lunch). The hours will be various shifts between 10pm and 8am. The role is predominantly office-based with occasional flexibility to work from home once fully confident in role (maximum 5 per month).

Responsibilities:

• Handle a wide range of queries regarding the day-to-day running of client/cardholder’s commercial card accounts in a customer service environment.

• Ensure all emails are actioned within service level agreements with the utmost professionalism, answering both cardholder and client-level queries, liaising with internal partners where necessary.

• Managing multiple requests simultaneously that contain a variety of complexities and resolution periods.

• Working independently with 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.

• Always ensure that responsibility and ownership is taken for resolving cardholder and client level queries whilst maintaining a high level of product knowledge and awareness of bank wide activities.

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

• 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.

• Assist with special projects and miscellaneous duties as assigned.

• Fluent in English both written and verbal

• Must be happy to work night shifts

• Customer Service or Contact Centre background would be beneficial

• Well organised with excellent multi-tasking abilities

• Convey a professional, courteous and positive attitude at all times

• Excellent communicator

• 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.

• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum.

• 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, cycle to work etc.

• Access to free counselling through the Employee Assistance Program and virtual GP services through our private health care plan.

• 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.

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