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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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:

• Responds to client and partner requests received by email, phone, chat, or workflow system
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures
• Deepens relationships with business partners and clients through quality customer service and responsiveness
• Conducts research using various bank systems to enable response to client questions and inquiries

LOB Job Responsibilities:

• Receive and respond to requests received by email
• Provides resolution for requests received via email
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight
• Conduct limited research and respond to client and be able answer questions and inquiries
• Utilize the various bank systems to support clients requests.

LOB Required Qualifications:

• ​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.

Desired Qualifications:

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

• 1-2 years of experience in the Banking/Financial industry.​

Skills:

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40