Sr Customer Service Specialist

Job Description:

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties.  Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.

Responsibilities:

• Answers phone calls within service levels
• Provide a thorough level of service using Art of Language techniques to ensure a positive client experience
• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios
• Researches accounts and performs account maintenance
• Documents call interactions with precision
• Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions
• Adapts to ongoing change and learns new technology and processes
• Receives ongoing feedback and coaching to drive performance improvements

Qualifications:

Required

• Strong attention to detail
• Ability to multitask and navigate multiple systems at once
• Experience with client interaction

Desired:.

• Knowledge of bank products and services
• Call center experience preferred
• Experience with handling client complaints and providing appropriate solutions to ensure resolution
  

Skills:

• Active Listening
• Attention to Detail
• Critical Thinking
• Decision Making
• Oral Communications
• Conflict Management
• Problem Solving
• Recording/Organizing Information
• Research
• Written Communications
• Customer Service Management
• Customer and Client Focus

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: