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 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.

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.
• 1-2 years of experience in the Banking/Financial industry
• 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 with ongoing change and learning new technology/processes.

Desired Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• ​Ability to juggle multiple systems while engaging the client on phone and delivering great client experience​​​​​​​​​​​.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Must have strong attention to detail to ensure accuracy and quality in all work.

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