Senior Service Specialist

Job Description:

Chester - UK

Location:

EMEA

Senior Service Specialist

Up to Assistant Vice President

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 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!

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.

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.

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

• 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.

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

• The…