Job Description:

Job Title: Senior Service Specialist - Commercial Card

Corporate Title: Officer

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.

The Team:

Due to an ever increase client portfolio, we are looking for a Dedicated Service Director in Commercial Card to join our Client Level Servicing team. We are a Servicing team made up of a diverse range of people from varied backgrounds who each bring unique skillsets and perspectives. The team is responsible for delivering high levels of client level servicing with a client portfolio ensuring that client queries and escalations are dealt with effectively.

The Team consists of a wider range of diverse backgrounds and a multicultural working environment. Due to the requirement of certain clients needing servicing in language, team members speak our main Five core languages, resulting in a cultured working environment.

Education for the role will be on a 1-2-1 basis ensuring that the individual will be educated in the heart of the team

Role Description:

Responsible for supporting client card accounts and managing a variety of enquiries, ensuring accurate and timely resolution. Partnering closely with Sales, Operations, Technical Help Desk and Fulfilment teams to deliver a seamless client experience. Maintaining clear verbal and written communication with clients and internal stakeholders, providing regular updates and acting as a client advocate. Managing multiple requests of varying complexity while working independently to resolve issues and meet client needs. Professionally handling challenges, escalating concerns where appropriate, and leveraging product and industry knowledge to strengthen client relationships, enhance service delivery and mitigate potential risks.

What we are looking for:

• As a Card Dedicated Service Director we are looking for an individual who has:
• Broad understanding of card management products
• Excellent education history
• Prior experience gained within financial services or investment banking.
• Able to demonstrate strong experience in client facing roles, preferably within a similar client servicing function.
• Excellent interpersonal, communication, presentation, organisation and team skills
• A Critical Thinker/Problem Solver.
• Strong spoken and written communication
• Teamwork/Collaboration.
• Professionalism / strong work ethic
• Driven to build strong client relations
• English and one other language preferable (French / German / Spanish / Italian)
• Previous client level servicing experienced essential

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
• 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.
• Use of a flex fund to use towards benefits
• Access to an emotional wellbeing helpline, and virtual GP services
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men’s health, women’s health, fertility, menopause and pregnancy & parenthood
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area

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, religious or similar philosophical belief, political opinion, 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.