Inbound Specialist I - Consumer lending Home Equity - Chandler, AZ

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 handling a variety of client calls within the Consumer lending Home Equity Call Center from internal and external customers. Key responsibilities include maintaining adherence to all Bank of America, Compliance, and Government guidelines and regulations and responding to customer inquiries regarding products, services, rates, application status, and required customer and/or vendor contingencies. Job expectations include establishing customer rapport, setting appropriate expectations, asking probing questions, and executing on all commitments.
This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Answers incoming calls and reviews details of customer applications thoroughly and accurately to address inquiries regarding the fulfillment process
• Articulates difficult and/or complex information in a clear manner, while conveying compassion to drive customer retention and sales partner confidence
• Manages multiple computer-based applications during customer conversations
• Prepares and maintains detailed records and documentation in permanent loan file
• Partners with Home Services Specialist teams to ensure consistent communications with client and sales partners

Required Qualifications:

• Excellent phone and customer service skills
• Prior customer service experience 
• Strong written and verbal communication skills 
• Ability to work in fast paced work environment 
• Good organizational and time management skills 
• Working knowledge of computer systems  
• Ability to effectively multi-task  
• Quality focused with attention to detail 
• Able to adapt and embrace change 
• Maintain a positive attitude 
• Good interpersonal skills 
• Manage challenging situations 
• Ability to deliver a difficult message 
• Ability to take ownership
   

Desired Qualifications:

• Mortgage Industry Experience

Skills:

• Attention to Detail
• Consulting
• Customer Service Management
• Customer and Client Focus
• Oral Communications
• Business Acumen
• Credit and Risk Assessment
• Data Collection and Entry
• Decision Making
• Problem Solving
• Collaboration
• Policies, Procedures, and Guidelines
• Result Orientation

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

Shift:

Hours Per Week: