Sr. Service Advisor- CashPro & Technical Service Center

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 acting as a primary point of contact for servicing escalations from Treasury clients. Key responsibilities include day-to-day servicing of treasury, card, merchant and depository products for a small portfolio of select clients. Job expectations include providing relationship management, servicing and technical escalation assistance to internal business partners (e.g. Sales & Relationship Managers, Product Managers, Risk and Operations) to resolve complex client requests, while acting as deputy to Service Manager and as a coach to associates when needed.

Responsibilities:

• Researches and resolve complex issues escalated by clients or partners ensuring client satisfaction
• Champions innovation with a client-centric mindset, mentoring and coaching as needed
• Acts as backup and deputy to Service Manager when needed
• Responds to client and partner requests received by email, phone or workflow system for a small portfolio of select clients
• Educates clients and team on digital options

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• 1+ years of experience working with Treasury clients
• 1+ years of experience handling complex situations with clients
• 1+ years of experience in the Banking/Financial industry
• 1+ years’ experience in a call center environment
• Proficient in CashPro platform
• Ability to provide a positive client experience through creative solutions
• Intermediate Proficiency (1-3 years) in written and verbal communication skills
• Ability to overcome client objections
• Navigate multiple computer systems while interacting with client
• Comfortable receiving and providing on going performance feedback and coaching
• Ability to analyze and resolve customer inquiries

Desired Qualifications & Abilities:

• Believes in value of diversity so we can reflect, connect, and meet the diverse needs of our clients and employees around the world
• Exercises judgment and discretion with respect to client escalations and problem resolution.
• Strives to bring new thoughts and ideas to teams to drive innovation and unique solutions
• Easily adapt to change in an evolving environment
• Previous leadership experience preferred but not required

Skills:

• Attention to Detail
• Oral Communications
• Recording/Organizing Information
• Written Communications
• Account Management
• Customer and Client Focus
• Prioritization
• Collaboration
• Research
• Result Orientation

Shift:

Hours Per Week: