Description
Cardholder Advisor - Customer Service
Location: Chester
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 1 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 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.
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
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
- Ability to influence and negotiate with others.
Desirable
- Previous background in a Customer Contact area