Senior Service Advisor - Commercial Card

Job Description:

Job Title: Senior Service Advisor (Commercial Card)

Corporate Title: Assistant Vice President

Location: Chester

Company Overview:

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:

Our Central Park office in Leopardstown, boasts modern facilities based in Dublin’s premium business park. With an onsite gym and staff restaurant, all your daily needs are conveniently catered for. Travel options include the LUAS network and the Central Park shuttle service between Dublin City Centre and Central Park. We also provide tax saver tickets as part of our award-winning benefits package, which means getting to work has never been so easy.

The Team: 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.

Role Description:

We are looking for a Dedicated Senior Service Director to join our Commercial Card Client Level Servicing team. Our team is made up of people from diverse backgrounds, bringing a range of skills and perspectives. We deliver high-quality service to a portfolio of clients, ensuring queries and escalations are managed effectively.

This role is responsible for the day-to-day management of our most prestigious clients. It also includes team lead responsibilities and regular interaction with internal department leaders to ensure a seamless client experience.

Responsibilities:

• Being responsible for supporting higher value clients card accounts
• Working closely with Sales, Operations, Technical Help Desk, and Fulfilment departments leveraging teamwork to provide the client with a seamless delivery.
• Employing polished verbal and written communications to constantly keep our client and sales partners informed.
• Possessing a passion and urgency to serve our clients and operate as a client advocate.
• Navigating all internal partnerships and activities throughout the enquiry to deliver an accurate and timely service.
• Managing multiple requests simultaneously that contain a variety of complexities and resolution periods.
• Working independently with great 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.
• Team lead responsibilities to include work preparation at a team level, reporting on our key metrics and coaching to improve other team members.

What we are looking for:

• Broad understanding of card management products
• Excellent education history
• Prior experience gained within financial services or investment banking.
• Able to demonstrate good experience in client facing roles, preferably within a similar client servicing function.
• Excellent interpersonal, communication, presentation, organisation and team skills
• A Critical Thinker/Problem Solve / Leader
• Robust oral/written communication skills
• Teamwork/Collaboration.
• Professionalism / great work ethic
• Driven to build long-lasting client relations

Skills that will help:

• English and one other language preferable (French / German / Spanish / Italian)
• Previous client level servicing experienced essential with higher value clients.
• Previous Team Leader responsibilities preferable.

Benefits of working at Bank of America: Ireland

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, TaxSaver tickets etc.
• Access to an Employee Assistance Program for confidential support and help for everyday matters.
• Access to free counselling through the Employee Assistance Program and virtual GP services through our private health care plan.
• Ability to donate to charities of your choice and the bank will match your contribution.
• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of Ireland’s most iconic cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

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 gender, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, membership of the Traveller community, age, sexual orientation, pregnancy or maternity, civil status,  socio-economic background, family status 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.