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Sr Customer Service Rep (Merchant Services Technical Help Desk Support)2nd Shift

Addison, Texas;

Job Description:

we’re looking for the next generation of Sr Customer Services Reps to support our Merchant Services Technical Help Desk - those with a passion for growing a long-term career, building relationships and working with a team of client professionals in one of our Merchant Services centers. The Sr Customer Service role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients in support of hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax.   The Sr Customer Service Reps have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Sr Customer Service role are experts who care for clients in Merchant Services.


The Sr Customer Service Rep will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.



We’ll help you
Build a successful career at Bank of America through world-class training and on-boarding programs that set you up for success.
Grow in your current role through one-on-one coaching from managers who are invested in your success and training programs that help you excel, build new skills or take on additional responsibility. You’ll receive in depth classroom training, small group sessions including live demonstrations and continued on the job training and coaching.
Continuously learn and advance your career goals through intentional career paths with progression opportunities to the next best role.
Provide clients with a personalized rewarding experience that starts with answering clients’ questions as well as understanding each client’s unique needs.
Use resources and innovative technology to optimize the client experience and inform and educate clients on how to conduct simple transactions through our mobile application and online banking.
Process transactions accurately and efficiently to build client confidence and trust, based on established policies and procedures.
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.

As a Sr Customer Representative, you can look forward to
• Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner.
• Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
• Understanding how clients engage with us via technology

• Navigating multiple computer applications while interacting with the client.
• Listening to, understanding and providing solutions for our clients’ needs.
• Benefits programs designed to meet the diverse needs of our employees at every stage of their life and help them plan for tomorrow, including tuition, child care reimbursement and employee discount programs.
• Ongoing professional development to deepen your skills and optimize your expertise as the industry evolves and changes.
• An opportunity to learn in detail about the consumer business setting an important foundation for a career.
• Resources and dedicated support to help you reach your full potential throughout your career.
• Progressive workplace practices and initiatives that promote inclusion.

We’re a culture that
• Believes in responsible growth and has a proven dedication to supporting the communities we serve.
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
• Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs.

Required Skills
Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
1+ years experience in an inbound call center environment and/or a strong technical troubleshooting background.
1-2 years of experience in Credit Card/Merchant Services industry experience preferred, or
1-2 years of experience troubleshooting Hardware or Software applications
Excellent interpersonal, written, and oral communication skills.
Strong technical troubleshooting Help Desk experience in a hardware and/or software environment
Ability to collaborate with internal and external partners to resolve complex customer escalations
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to express ideas in a clear and concise manner
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to meet productivity and performance goals
Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
Has the ability to learn and adapt to new information and technology platforms.
MUST BE ABLE TO WORK SHIFT MONDAY-SUNDAY WITHIN THE HOURS OF 12PM-12AM

*We offer a shift differential for working a 2nd shift

*In order to be considered for this position, you must take and pass the assessment that will be emailed after you apply.

Job Band:

H7

Shift: 

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

200

Job Description:

we’re looking for the next generation of Sr Customer Services Reps to support our Merchant Services Technical Help Desk - those with a passion for growing a long-term career, building relationships and working with a team of client professionals in one of our Merchant Services centers. The Sr Customer Service role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients in support of hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax.   The Sr Customer Service Reps have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Sr Customer Service role are experts who care for clients in Merchant Services.


The Sr Customer Service Rep will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.



We’ll help you
Build a successful career at Bank of America through world-class training and on-boarding programs that set you up for success.
Grow in your current role through one-on-one coaching from managers who are invested in your success and training programs that help you excel, build new skills or take on additional responsibility. You’ll receive in depth classroom training, small group sessions including live demonstrations and continued on the job training and coaching.
Continuously learn and advance your career goals through intentional career paths with progression opportunities to the next best role.
Provide clients with a personalized rewarding experience that starts with answering clients’ questions as well as understanding each client’s unique needs.
Use resources and innovative technology to optimize the client experience and inform and educate clients on how to conduct simple transactions through our mobile application and online banking.
Process transactions accurately and efficiently to build client confidence and trust, based on established policies and procedures.
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.

As a Sr Customer Representative, you can look forward to
• Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner.
• Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
• Understanding how clients engage with us via technology

• Navigating multiple computer applications while interacting with the client.
• Listening to, understanding and providing solutions for our clients’ needs.
• Benefits programs designed to meet the diverse needs of our employees at every stage of their life and help them plan for tomorrow, including tuition, child care reimbursement and employee discount programs.
• Ongoing professional development to deepen your skills and optimize your expertise as the industry evolves and changes.
• An opportunity to learn in detail about the consumer business setting an important foundation for a career.
• Resources and dedicated support to help you reach your full potential throughout your career.
• Progressive workplace practices and initiatives that promote inclusion.

We’re a culture that
• Believes in responsible growth and has a proven dedication to supporting the communities we serve.
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
• Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs.

Required Skills
Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
1+ years experience in an inbound call center environment and/or a strong technical troubleshooting background.
1-2 years of experience in Credit Card/Merchant Services industry experience preferred, or
1-2 years of experience troubleshooting Hardware or Software applications
Excellent interpersonal, written, and oral communication skills.
Strong technical troubleshooting Help Desk experience in a hardware and/or software environment
Ability to collaborate with internal and external partners to resolve complex customer escalations
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to express ideas in a clear and concise manner
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to meet productivity and performance goals
Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
Has the ability to learn and adapt to new information and technology platforms.
MUST BE ABLE TO WORK SHIFT MONDAY-SUNDAY WITHIN THE HOURS OF 12PM-12AM

*We offer a shift differential for working a 2nd shift

*In order to be considered for this position, you must take and pass the assessment that will be emailed after you apply.

Shift:

2nd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21056735

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

200