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Inbound Call Center Specialist I

Farmington, Connecticut

Job Description:

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION. Handles a variety of incoming telephone calls within the Home Equity Call Center from internal and external customers. Maintains adherence to all Bank of America, Compliance and Government guidelines and regulations. Respond to customer inquiries regarding products, services, rates, application status, and required customer and/or vendor contingencies. Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions and executing on all commitments. Solution oriented and proactively exhibits ownership and escalates when appropriate. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process.  Ability to manage multiple computer based applications during customer conversations. Accountable for maintaining detailed records/documentation in permanent loan file. Work flexible hours, including evenings and Saturdays.

**Multiple Shifts May Be Available**

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Required Skills:

  • Excellent phone and customer service skills
  • Prior customer service experience
  • Strong  written and verbal  communication skills
  • Ability to work in fast paced work environment
  • Good organizational and time management skills
  • Working knowledge of computer systems 
  • Ability to effectively multi-task 
  • Quality focused with attention to detail
  • Able to adapt and embrace change
  • Maintain a positive attitude
  • Good interpersonal skills
  • Manage challenging situations
  • Ability to deliver a difficult message
  • Ability to take ownership

Desired Skills:

  • Mortgage Industry Experience                                                                         
  •  Customer Service Experience

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday: 8:30am-5:00pm and rotating Saturdays from 8:30am-1:00pm

Referral Bonus Amount:

0

Job Description:

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION. Handles a variety of incoming telephone calls within the Home Equity Call Center from internal and external customers. Maintains adherence to all Bank of America, Compliance and Government guidelines and regulations. Respond to customer inquiries regarding products, services, rates, application status, and required customer and/or vendor contingencies. Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions and executing on all commitments. Solution oriented and proactively exhibits ownership and escalates when appropriate. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process.  Ability to manage multiple computer based applications during customer conversations. Accountable for maintaining detailed records/documentation in permanent loan file. Work flexible hours, including evenings and Saturdays.

**Multiple Shifts May Be Available**

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Required Skills:

  • Excellent phone and customer service skills
  • Prior customer service experience
  • Strong  written and verbal  communication skills
  • Ability to work in fast paced work environment
  • Good organizational and time management skills
  • Working knowledge of computer systems 
  • Ability to effectively multi-task 
  • Quality focused with attention to detail
  • Able to adapt and embrace change
  • Maintain a positive attitude
  • Good interpersonal skills
  • Manage challenging situations
  • Ability to deliver a difficult message
  • Ability to take ownership

Desired Skills:

  • Mortgage Industry Experience                                                                         
  •  Customer Service Experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21060253

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kelsey Burns

Referral Bonus:

0

Connecticut job seekers

Connecticut pay range:

$ 21.00 - $ 21.50 hourly pay, offers to be negotiated based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is eligible for all usual company benefits. At Bank of America, our employees are the foundation of our success. That’s why we’re committed to offering a variety of competitive programs and benefits that support your physical, emotional and financial wellness both at work and at home.

Street Address

Primary Location:
70 Batterson Park Rd, CT, Farmington, 06032