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Customer Service Sales Specialist

Fort Worth, Texas;

Job Description:

** Multiple Shifts Available**

Job Description
You will handle complex or escalated calls from customers or internal partners providing seamless delivery of sales fulfillment, service and administrative requests by answering calls and responding to faxes and emails directed to the call center. You may perform routine account-related transactions such as opening new accounts, completing the account set-up process, performing account maintenance and completing wire transfers. Other responsibilities could include the cross-selling or up-selling of other financial products by referring customers to the appropriate line of business for those products and services not directly supported.  Customer Service Sales Specialists may be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. All associates must adhere to the established service level agreement and handle escalated issues by successfully navigating the organization to resolve customer requests.

Job Features

  • Unique opportunity for associates to take ownership of solving and addressing customer/client issues
  • Internal growth potential based on performance
  • In depth training that will empower you to leverage features, product benefits and applications for defined banking products and services
  • Guide /coach for new or challenging situations
  • Recognize cross sell opportunities; incentive to be earned
  • Exposure to other departments/Lines Of Business
  • Build broad base of Bank products and services
  • Fun and upbeat environment: participate in ongoing reward and recognition programs
  • Most comprehensive benefits in the industry
  • An opportunity to work in a cohesive team with an excellent track record
  • Your individual contribution to the team makes a difference

Company Overview

Bank of America is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. To provide unmatched convenience in the United States, serving more than 54 million consumer and small business clients effectively, we must maintain a network of dedicated individuals who listen to our customers, build strong relationships and implement strategies to help our clients exceed their financial goals.  For more information, please visit bankofamerica.com

Division Highlights

The Deposits Contact Centers are an integral part of Bank of America, employing more than 11,000 highly skilled associates in 21 contact centers located across the United States. These associates provide service and financial solutions to more than 179 million phone customers and approximately 5.1 million e-mail and text chat customers each year, making our contact centers among the busiest in the country.  Our associates service accounts that consist of Small Business Banking, Banking Centers, Consumer Checking, Savings, and CD/IRA's.  In addition to our associates servicing our customer's needs, our Integrated Voice Response application can assist customers with some of the most common inquiries and transactions.   

Required Skills:

  • A minimum of 1-3 years of experience working in a call center
  • A minimum of 1-2 years of experience in the Banking/Financial industry
  • A minimum of 1 year of experience working with customers
  • At least 1 year of experience handling difficult situations with customers
  • Intermediate proficiency (1-3 years of experience) in written and verbal communications
  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
  • Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training
  • At least an intermediate ability in computer skills

Desired Skills:

  • Ability to work weekends, either rotating or set days as outlined in the job requisition
  • Ability to work evenings, either rotating or set days as outlined in the job requisition
  • A minimum of 1-3 years of experience working in customer relations
  • A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures

Enterprise Description:

Provides customer solutions to complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment. Requires knowledge of multiple products and ability to deepen or retain relationships through service and sales. May perform routine account-related transactions. Involves referring customers to the appropriate line of business for products not supported. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Routes, maintains and tracks outstanding servicing requests and provides thorough follow up. Accountable for the successful resolution of all customer requests. Typically requires 1-3 years of experience.
 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20047945

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: