Senior 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 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 role will be mainly responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, and trade products. Includes 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. The role will also support DMUT team in  document reviews for account opening/maintenance/KYC refreshes.

Job Responsibilities

• Receives and responds to client and partner requests received by email

• Perform client outreach activities including but not limited to:
  1. Transaction payment purpose (POP code)
  2. Pending FX documents follow-up
  3. Payment discrepancy follow up
  4. Client account maintenance documentation follow up
  5. Payment return/insufficient fund notification

• 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

• Support various kinds of regional/in-country projects

• Support DMUT team in document reviews for account opening/maintenance/KYC refreshes

Required Qualifications:

• Customer Service experience and excellent oral and written communication skills (preferably within corporate banking experience).

• Knowledge of treasury and cash management services to provide advisory services to clients.

• Must be able to multitasks and manage multiple systems simultaneously throughout the day.

• Must have experienced with Microsoft Office Suite, especially Excel.

• Excellent time management and prioritization skills, with ability to meet deadlines under pressure.

• Having knowledge with respect to account opening documentation, signer update documentations, etc.

• Having experience in handling company registration document and addressing KYC related queries