Commercial Card Servicing - Card Digital Services Advisor

Bank of America•Phoenix, AZ

1d•Onsite

About The Position

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 the primary point of contact for Treasury clients, day-to-day servicing of treasury, cash management, card, merchant, and depository products and services of varying complexity. Key responsibilities include providing relationship management, servicing, and technical assistance to internal business partners (e.g. Sales & Relationship Mangers, Product Managers, Compliance and Operations) to resolve complex, unique client requests. LOB Job Description: This is a front-line technical servicing position. Candidate will need to troubleshoot and support multiple card platforms including: WORKS, GRAM, GAR, GCA, as well as work with MasterCard, Visa and a variety of 3rd Party vendors that provide various B2B solutions on our behalf to our clients.

Requirements

2+ years of Commercial card experience
2+ years of Client facing experience
Experience with WORKS, GRAM, GAR, GCA, as well as work with MasterCard, Visa and a variety of 3rd Party vendors.
Excellent verbal & written communication skills
Strong problem solving & analytical skills
Positive & willing to learn approach
Ability to convey a professional, courteous and positive attitude when dealing with clients and internal business partners
Ability to effectively manage multiple tasks and responsibilities in a time efficient manner
Self-motivated and results-oriented
Analytical Thinking
Problem Solving
Reporting
Attention to Detail
Critical Thinking
Prioritization
Risk Management
Decision Making
Stakeholder Management

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
Researches and resolves complex issues raised by clients ensuring client satisfaction
Drives resolution of client issues with internal, technical and product partners, ensuring processes are integrated
Educates clients on digital tool options, championing innovation with a client-centric mindset.
Providing technical support to our clients via telephone and email in support of queries relating to a variety of card based systems, managing through to resolution with both internal and 3rd party vendor teams.
Working closely with Sales, Operations, Technical Help Desk, and Fulfilment departments leveraging teamwork to provide the client with a seamless delivery
Possessing a passion and urgency to serve our clients and operate as a client advocate
Researching data problems, investigating technical errors and troubleshooting complex queries for clients, all within defined SLA's.
Assisting Clients with running and building reports and helping to reconcile financial data inconsistencies.
Being consistently focused on delivering quality responses with customer service and adherence to bank policies and procedures at the front of mind.
Working independently with strong organizational skills to overcome challenges with requests and ensures our clients' needs are satisfied
Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience
Leveraging industry and product expertise to deepen client relationships and mitigate risk throughout the servicing process.