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Senior Customer Service Specialist, Estate Servicing Operations

Phoenix, Arizona

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.

Specialized Servicing & Fulfillment Operations (SSFO) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. SSFO uses a call center/contact center structure to engage with external clients and Financial Centers all over the country.  

Within SSFO, teams of Senior Customer Service Specialists directly interacts with clients, estate beneficiaries and executors to deliver seamless client care during estate settlement processes.  These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills, bank documents/forms and applicable state laws.

During every phone interaction, a Senior Customer Service Specialist:

  • Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra compassion, patience, kindness and sensitivity needed during this difficult life event

  • Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy, compassion and demonstrates ownership of the client’s servicing request(s) 

  • Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems 

  • Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest

  • Maintains adherence to service level agreements and all laws, rules and regulations

  • A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

  • Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy & Compassion)

  • Interpersonal verbal communication skills that build rapport and trust demonstrate confidence and ownership, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action

  • Interpersonal written communication skills to accurately document activity in proper business writing 

  • Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)

  • Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)

  • Ability to leverage multiple software applications to execute an intricate process

  • Ability to remain current with iterative software and process updates 

  • Understands this is a call center environment with a high frequency of call volume

Experience required:

  • 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking,  call center or financial center, etc. 

  • 1-2 years of experience in the Banking/Financial Industry

  • Basic understanding of banking products and operations

  • Basic understanding of estate settlement 

  • Prior experience working in an estate settlement capacity, or previous paralegal experience

  • Communication strategies for clarifying information or de-escalating a situation


  • Answers phone calls within a specified service level

  • Engages with customers by initiating conversation, building rapport, handling objections, and explaining complex problems

  • Researches accounts and performs account maintenance

  • Documents call interactions with precision

  • Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions

  • Adapts to ongoing change and learns new technology and processes

  • Receives ongoing feedback and coaching to drive performance improvements


  • Active Listening

  • Attention to Detail

  • Critical Thinking

  • Decision Making

  • Oral Communications

  • Conflict Management

  • Problem Solving

  • Recording/Organizing Information

  • Research

  • Written Communications

  • Customer Service Management

  • Customer and Client Focus

  • Issue Management

  • Negotiation

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No

Street Address

Primary Location:
1825 E BUCKEYE RD, AZ, Phoenix, 85034