Sr. Customer Service Specialist- Estate Servicing Operations
Bank of America
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Job Description:
This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. 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. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.
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
REQUIRED QUALIFICATIONS:
Strong attention to detail
Ability to multi task and navigate multiple systems at once
Experience with client interaction
DESIRED QUALIFICATIONS:
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
Issue Management
Negotiation
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
1st shift (United States of America)Hours Per Week:
40