Sr Customer 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!
National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.
Responsibilities:
Answers phone calls within service levels
Provide a thorough level of service using Art of Language techniques to ensure a positive client experience
Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios
Researches accounts and performs account maintenance
Documents call interactions with precision
Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions
Adapts to ongoing change and learns new technology and processes
Receives ongoing feedback and coaching to drive performance improvements
Qualifications:
Required
Strong attention to detail
Ability to multitask and navigate multiple systems at once
Experience with client interaction
Desired:.
Knowledge of bank products and services
Call center experience preferred
Experience with handling client complaints and providing appropriate solutions to ensure resolution
Skills:
Active Listening
Attention to Detail
Critical Thinking
Decision Making
Oral Communications
Conflict Management
Problem Solving
Recording/Organizing Information
Research
Written Communications
Customer Service Management
Customer and Client Focus
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
1st shift (United States of America)
Hours Per Week:
40