Sr. Customer Service Specialist- Estate Servicing Operations

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.

National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties.  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, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.

RESPONSIBILITIES:

• Answers phone calls within service levels

• Provide a thorough level of service using Art of Language techniques to ensure a positive client experience

• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios

• 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

REQUIRED QUALIFICATIONS:

• Strong attention to detail

• Ability to multi task and navigate multiple systems at once

• Experience with client interaction

DESIRED QUALIFICATIONS:

• Knowledge of bank products and services

• Call center experience preferred

• Experience with handling client complaints and providing appropriate solutions to ensure resolution.

Skills:

• 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

Shift:

Hours Per Week: