Sr Service Specialist

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. 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 Description:
This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

LOB Job Description:

• First point of contact for inquiries received from high revenue clients via phone/chat/email channel.
• Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests.
• Requests consist of treasury, cash management, card and/or depository products.
• May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support.

Responsibilities:

• Receives and responds to client and partner requests received by phone, chat or workflow system
• Engage with customers, begin a conversation, build rapport, handle objections
• Analyzes, researches and resolves issues raised by clients ensuring client satisfaction by providing a positive customer experience through creative solutions
• Drives resolution of client issues with internal, technical and/or product partners, ensuring processes are integrated
• Educates clients on tools and champions digital adoption
• Comfortable with ongoing change and learning new technology/processes
• Comfortable receiving ongoing performance feedback and coaching

Requirements:

• 1+ years of experience working with customers in call center or customer service environment
• 1+ years of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.

Other Qualifications:

• ​Ability to juggle multiple systems while engaging the client on phone and delivering great client experience​​

Shift:

Hours Per Week: