Description
One of our large Banking clients Bank of America is currently looking for experienced Customer Service Advisor - fluent in German, French, Spanish or Italian
Cardholder Servicing Representative 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 a minimum of 3 languages, English as well as 2 of the following; German, French, Spanish or Italian.
(Responsibilities)
- 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.
- 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
Essential
- Fluent in English and one 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.
Desirable
- Previous background in a Customer Contact area