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Commerical Client Advisor-(German Speaking)

Location:
Chester
Company:
Bank of America

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Corporate Title: Non-Officer

Location: Chester

Line of Business: Commercial Card Services

Can you currently speak 3 languages and you are looking to put them to use in a working environment? We are currently recruiting for a Multi-Lingual Commercial Client Advisor who is responsible for answering commercial cardholder’s telephone enquiries in accordance with established quality, revenue and productivity goals. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible.

The role requires the candidate to speak fluent English and at least two other European languages (German, Italian, French or Spanish).

The operating hours for this team are between 6am-12am. There will be a rotational shift pattern which would cover an 8-hour shift between the hours of 6am-12am. Morning shifts are 6am-2pm, 7am-3pm, 8am-4pm, 9am-5pm, 10am-6pm 11am-7pm etc and a late shift of 3pm-11pm and 4pm-12am.

What will your responsibilities include?

  • Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts in a multilingual contact centre environment
  • Deal with calls from authorisation centres and merchants regarding the processing of transactions
  • Handle more complicated cardholder queries and, where necessary, referring cardholders to supervisors
  • Always ensure that responsibility is taken for resolving cardholder queries.
  • Maintain a high level of product knowledge and awareness of bank wide activities and issues
  • Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures
  • Assist with special projects as assigned by management
  • Perform miscellaneous duties as assigned by management
  • Respond to enquiries about the Bank of America products, benefits and services
  • 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
  • Update bank records in accordance with Data Protection requirements

What skills/competencies will you possess?

Skills:

  • Fluent in English and two or more of the following languages – German, French, Spanish or Italian
  • Convey a professional, courteous and positive attitude when dealing with cardholders
  • Strong oral and written communication skills
  • Ability to work effectively in a high volume, multi-faceted environment
  • Self-motivated and results-orientated
  • Excellent attention to detail
  • Flexible
  • Ability to influence and negotiate with others

Competencies:

  • Acts as a Customer/Client Advocate
  • Learns and adapts to Changing Business Needs
  • Works effectively with others by establishing and maintaining positive working relationships
  • Manages Risk

We offer a competitive Salary and Benefits package.

Learn more about our benefits here.

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.

For more information on our commitment to ESG, visit about.bankofamerica.com

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Posting Date: 10/10/2019

Location: Herons Way - Chester Business Park - AFC - United Kingdom

Full / Part-time: Full time

Hours Per Week: 35

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