Job Description:

Job Title: Senior Customer Service Representative

Location:  Chester

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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.

Job Description:

We have a fantastic Senior Customer Service Representative opportunity, available here in our Chester office. You will be responsible for dealing with prestigious corporate cardholders and clients, via telephone and email. For this, a high standard of English is necessary, both written and oral. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible whilst maintaining our high standards of ‘client delight’. This role comes with great career prospects and the prospects of good internal mobility options for the right candidates.

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.

What we are looking for:

• 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

Benefits of working at Bank of America:

UK

• At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.

• 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.

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.