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Senior Client Service Specialist

Jacksonville, Florida;

Job Description:

Job Description:

Processes routine/standard transactions in a call center environment according to established procedures in support of GWIM Operations. Candidate should possess the ability to handle and resolve a variety of incoming banking servicing telephone calls from branch office personnel and clients, as well as assisting in functional areas such as: servicing incoming research requests, opening new accounts, payment processing, data entry, etc. Individuals are required to solve problems and investigate/resolve a wide variety of issues and requests including gathering additional information, setting expectations, working with other support organizations to fulfill the request and promote team success. Provides quality service and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use independence of thought, but may engage Operations Team Manager for more complex problems. Generally 1 year or more banking or call center experience is preferred.

Required skills:

  • 1 or more years of banking experience or related experience preferred.
  • 1 or more years of call center experience
  • Must be meeting or exceeding all goals and metrics
  • Candidate cannot be on any form of written disciplinary action
  • Must be able to deliver “white glove” differentiated service in all interactions
  • Be solution driven while keeping a focus on risk mitigation 
  • Strong written and verbal communication to tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
  • Demonstrate a proven ability to navigate multiple systems simultaneously
  • Capable of multitasking and working efficiently in a high productivity environment while continuously learning on the job
  • Excellent organization skills; ability to prioritize and handle multiple client requests always exercising sound judgment
  • Strong critical-thinking, logic and problem solving skills
  • Proven history of effective ownership and accuracy
  • Detail-oriented and highly adaptable to change while receiving regular feedback
  • Possess the ability to work independently while effectively managing and finding resolution to complex situations
  • Maintain current knowledge of Bank of America products, policies, and services while keeping abreast of regulations and mitigating risk
  • Professional Demeanor: Demonstrating patience, composure and client service attitude in all situations
  • Proficient PC skills including Microsoft Office applications

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Description:

Processes routine/standard transactions in a call center environment according to established procedures in support of GWIM Operations. Candidate should possess the ability to handle and resolve a variety of incoming banking servicing telephone calls from branch office personnel and clients, as well as assisting in functional areas such as: servicing incoming research requests, opening new accounts, payment processing, data entry, etc. Individuals are required to solve problems and investigate/resolve a wide variety of issues and requests including gathering additional information, setting expectations, working with other support organizations to fulfill the request and promote team success. Provides quality service and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use independence of thought, but may engage Operations Team Manager for more complex problems. Generally 1 year or more banking or call center experience is preferred.

Required skills:

  • 1 or more years of banking experience or related experience preferred.
  • 1 or more years of call center experience
  • Must be meeting or exceeding all goals and metrics
  • Candidate cannot be on any form of written disciplinary action
  • Must be able to deliver “white glove” differentiated service in all interactions
  • Be solution driven while keeping a focus on risk mitigation 
  • Strong written and verbal communication to tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
  • Demonstrate a proven ability to navigate multiple systems simultaneously
  • Capable of multitasking and working efficiently in a high productivity environment while continuously learning on the job
  • Excellent organization skills; ability to prioritize and handle multiple client requests always exercising sound judgment
  • Strong critical-thinking, logic and problem solving skills
  • Proven history of effective ownership and accuracy
  • Detail-oriented and highly adaptable to change while receiving regular feedback
  • Possess the ability to work independently while effectively managing and finding resolution to complex situations
  • Maintain current knowledge of Bank of America products, policies, and services while keeping abreast of regulations and mitigating risk
  • Professional Demeanor: Demonstrating patience, composure and client service attitude in all situations
  • Proficient PC skills including Microsoft Office applications

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21081230

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Erin Capuzzo

Referral Bonus:

0