Complaint Servicing Specialist

Job Description:

ABOUT US:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

JOB SUMMARY:

This job is responsible for researching and handling highly sensitive client account concerns that have been escalated through high risk channels within the contact center. Key responsibilities include performing routine and complex account maintenance and research, navigating multiple systems and solving problems, and providing exceptional service and a seamless experience to clients. Job expectations include investigating a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests.

RESPONSIBILITIES:

• Researches and handles escalated and high risk issues and client complaints by successfully navigating the organization and multiple systems to resolve requests within corporate policy guidelines and in compliance with all federal and state regulations and policies
• Performs account-related transactions and provides first call resolution on complex inquiries, requests, and problems related to client concerns
• Works cross-functionally with other teams to ensure the delivery of a comprehensive client experience
• Responds promptly to client inquiries, resolves issues efficiently, and conducts follow ups to ensure client satisfaction
• Serves as a liaison between clients and upper management when communicating and resolving complaints and issues
• Assists clients effectively by applying knowledge of the bank's products and services
• Adheres to established policies, procedures, and standards when investigating and resolving a wide variety of issues and requests

REQUIRED QUALIFICATIONS:

Minimum of 1 year of experience working in a fast-paced production-based environment while providing seamless delivery of service with a focus on client experience

Strong attention to detail

Ability to meet critical deadlines

Strong organization skills

Process oriented and excels in a fast paced environment

Proficient in Microsoft Office suite of products

Ability to work with multiple computers programs and switch from one to the next efficiently

Excellent verbal and oral communication skills

Dependable,

Results driven

Achievement focused

Open to providing and receiving coaching

Self-motivated to achieve personal standards of excellence.

Ability to work cohesively within a team oriented environment

DESIRED QUALIFICATIONS:

Minimum of 1 year experience in Estate Servicing Operations at Bank of America

SKILLS:

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Oral Communications
• Account Management
• Active Listening
• Attention to Detail
• Planning
• Problem Solving
• Adaptability
• Client Experience Branding
• Client Management
• Prioritization
• Written Communications

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

Shift:

Hours Per Week: