Senior Service Specialist

Senior Service Specialist

Location:

Chester, UK (EMEA). Seniority level:
Mid‑Senior level.

Employment type:

Full‑time. Job function:
Other.

Job Description

As a Senior Service Specialist at Bank of America, you will provide excellent technical support to our global clients and internal business partners via telephone and email. Your focus will be on resolving queries promptly while maintaining high client satisfaction and strict adherence to company policies and SLAs.

You will lead a team of 4 advisors, delivering support for card‑based systems and related processes. Key responsibilities include technical problem resolution, data reconciliation, and building trusted client relationships across EMEA.

• Provide technical support to clients via telephone and email for card‑based systems, coordinating with internal teams and 3rd‑party vendors to achieve resolution.
• Collaborate closely with Sales, Operations, Technical Help Desk, and Fulfilment departments to deliver seamless client service.
• Act as a passionate client advocate, demonstrating urgency and dedication to client needs.
• Research and troubleshoot complex data or system errors, ensuring solutions meet defined SLAs.
• Assist clients with MI reporting and reconcile financial data inconsistencies.
• Maintain high quality responses, following customer service standards and Bank policies.
• Work independently with strong organisational skills to meet client needs.
• Escalate conflicts and barriers appropriately to protect client experience.

• Commercial card experience.
• Client‑facing experience.
• Excellent verbal and written communication skills.
• Logical and analytical approach to tasks.
• Positive, self‑motivated, results‑oriented attitude.
• Strong problem‑solving and analytical skills.
• Technical aptitude and demonstrated ability.
• Previous background in a Technical Help Desk environment.
• Professional, courteous and positive demeanor with both clients and internal partners.
• Effective multitasking and time‑management skills.

• Additional language skills (Spanish, French, German, Italian).

• Nice‑to‑have items such as additional tech certifications or advanced analytics experience.
• Keeping the list concise (2‑4 bullet points).

• Private healthcare and annual health screen for employees and families.
• Competitive pension plan with life assurance and group income protection.
• 20 days of backup childcare and 20 days of backup adult care per annum.
• Flexible benefits: wellbeing account, travel insurance, critical illness cover, etc.
• Emotional wellbeing helpline, mental health first aiders and virtual GP services.
• Employee Assistance Program for confidential support.
• Payroll donation match to charities of your choice.
• Arts & Culture corporate membership with discounted entry to UK cultural institutions.
• Community volunteering opportunities to develop new skills and give back.

Bank of America is an equal opportunities employer. We ensure that all applicants are treated fairly regardless of sex, gender identity, marital or civil partner status, race, religion or belief, colour, nationality, ethnic origin, age, sexual orientation, pregnancy or maternity, socio‑economic background, dependants, or physical or mental disability. Candidates are selected based on skills, qualifications and experience. We strive for accessible recruitment and encourage applicants to inform us of any adjustment requirements.