Service Advisor

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:

Service Advisor will be main point of contact for Latin America and multi-national corporations, providing timely and effective support on client's queries, wire investigations, issue resolution, among other requests. Will work in a fast-paced environment with demanding priorities, requiring strong organizational skills and great attention to detail.  Working closely with internal teams to ensure seamless delivery of our products and services, driving customer satisfaction.

Responsibilities include but not limited to:

• Respond to client inquires via phone or email in a timely and professional manner.
• Resolve client issues and concerns, escalating complex cases to senior team members.
• Conduct wire investigations and resolve client issues in a prompt and efficient manner. 
• Collaborate with internal teams (i.e. Operations, Technical Support) to ensure seamless delivery of our products/services.
• Develop and maintain strong relationships with client, understanding and whenever possible anticipating their needs and preferences.
• Participate in regular team meetings, sharing best practices and feedback.
• Identify and capitalize on opportunities to improve client satisfaction.

Required Skills & Abilities:

• Work hours are normally 7:00am - 4:00pm EST to cover Brazil work hours. Working on some US holidays may be required. Ask manger to discuss during interview.
• Minimum of 1+ years of banking experience, preferably in a in customer service role. 
• Excellent written and spoken English and Portuguese Skills (native speaker or  near-native fluency).
• Strong communication, interpersonal and problem-solving skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Excellent time management, organization, and attention to details.
• Proficiency in Microsoft Office
• Strong analytical and critical thinking skills
• Self-motivated self-starter and able to work unsupervised.
• Ability to work under pressure in a team environment.
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds.

Desired Skills & Abilities:

• Spanish language skills.
• Knowledge of SharePoint and InfoPath.
• Data analysis skills, with ability to interpret and communicate data insights.
   

Other Qualifications:

• Strong understanding of Latin America markets, culture, and business practices.
• Understanding of regional differences and nuances
• Ability to communicate effectively with people from diverse linguistic and cultural backgrounds
• Experience with project management of process improvement initiatives
• Embraces diversity of thought, culture, and backgrounds to foster a culture of inclusion and respect.
• Committed to maintaining a workplace where everyone feels valued, respected, and empowered to contribute.
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Excels in working among diverse viewpoints to determine the best path forward.
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner.
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.