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resolution specialist

Dallas, Texas;

Job Description:

Job Description

As part of the Regulatory Complaints Team, the Resolution Specialist is responsible for handling executive level escalations received via fax, email, mail, and phone, as well as complaints received from public officials, CFPB, OCC, and consumer agencies (BBB). The Resolution Specialist resolves all of the escalated issues which may relate to Card, Deposit, and Mortgage products, seeking assistance from POD teammates when product subject matter expertise is needed. The Resolution Specialist is also responsible for complaints requiring written response that includes drafting of the resolution and acknowledgement letter as well as responding via regulatory portals.  Deposit/Card product knowledge is required.

Required Skills
• 3+ years extensive experience with Deposit/Card product servicing and in depth research
• MUST have Customer Facing experience via telephone or in-person
• Demonstrated ability to solve complex problems using critical thinking skills
• Must be able to multitask while managing numerous cases in a high volume production environment
• Demonstrated excellent verbal and written communication skills
• Ability to document clear, detailed information in system of records
• Understanding of key regulations and risk impact to the bank
• Ability to work well with others
• Must act as an independent researcher

Desired Skills
• In-depth experience with Deposit/Card product research and servicing
• Strong business writing skills
• Experience with handling escalated customer issues
• Experience using the following systems: Synergy/Lean, and Interact
• Demonstrates the ability to clearly define problems, identify root causes and generate effective solutions across all channels
• Anticipates and takes ownership of customer/client needs and problems, delivering with speed and accuracy
• Works effectively with others by establishing and maintaining positive working relationships built on mutual respect and trust
• Commits to meeting the expectations and requirements of external customers/clients and internal business partners

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

As part of the Bank of America Regulatory Complaints Team, the Resolution Specialist is responsible for handling executive level complaints received from public officials, Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of Currency (OCC), and consumer agencies (Better Business Bureau). The Resolution Specialist resolves all of the escalated issues which may relate to Card, Deposit, and Mortgage products, seeking assistance from POD teammates when product subject matter expertise is needed. The Resolution Specialist is also responsible for complaints requiring written response that includes drafting of the resolution and acknowledgement letter as well as responding via regulatory portals. 

Required Skills

•             3+ years extensive experience with Deposit/Card product servicing and in depth research

•             MUST have Customer Facing experience via telephone or in-person

•             Demonstrated ability to solve complex problems using critical thinking skills

•             Must be able to multitask while managing numerous cases in a high volume production environment

•             Demonstrated excellent verbal and written communication skills

•             Ability to document clear, detailed information in system of records

•             Understanding of key regulations and risk impact to the bank

•             Ability to work well with others

•             Must act as an independent researcher

Desired Skills

•             In-depth experience with Deposit/Card product research and servicing

•             Strong business writing skills

•             Experience with handling escalated customer issues

•             Experience using the following systems: Synergy/Lean, and Interact

•             Demonstrates the ability to clearly define problems, identify root causes and generate effective solutions across all channels

•             Anticipates and takes ownership of customer/client needs and problems, delivering with speed and accuracy

•             Works effectively with others by establishing and maintaining positive working relationships built on mutual respect and trust

•             Commits to meeting the expectations and requirements of external customers/clients and internal business partners

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21048545

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

James Henry

Referral Bonus:

0