Complaint Servicing Specialist

Bank of America•Newark, NJ

13d

About The Position

At Bank of America, the Complaint Servicing Specialist researches and handles highly sensitive client account concerns escalated through high-risk channels within the contact center. The role performs routine and complex account maintenance and research, navigates multiple systems to solve problems, and provides exceptional service and a seamless client experience. The specialist investigates a variety of issues and requests by gathering information, setting client expectations, and working with support organizations to fulfill requests. The position operates within corporate policy guidelines and applicable federal and state regulations. It includes performing account-related transactions, resolving complex inquiries and complaints, coordinating with other teams, and following up with clients. The role requires a commitment to reliable attendance and the agreed schedule, including handling calls immediately on weekends and holidays. The position is first shift and is listed as 40 hours per week. Bank of America describes an in-office culture, with flexibility based on role-specific responsibilities and business needs.

Requirements

Passion, integrity, commitment, and drive to deliver positive, differentiated service that improves clients’ financial lives.
Understand how life events can affect clients’ financial situations and be prepared to advise on solutions and analyze and resolve complex client problems creatively.
Demonstrated reliable attendance and ability to adhere to the agreed-upon work schedule.
Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
Effective and confident communication with clients.
Ability to engage clients, anticipate questions, share information in plain language, build rapport, and handle objections.
Comfort receiving ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
At least intermediate proficiency with computers and current technology.
At least 1 year of customer or client service experience, including handling difficult client situations.
Fluency in Spanish.
High school diploma, GED, secondary school qualification, or equivalent.

Nice To Haves

At least 1 year of experience in the banking or financial industry.
At least 2 years of experience working in a client service capacity.

Responsibilities

Research and handle escalated, high-risk issues and client complaints by navigating the organization and multiple systems to resolve requests within corporate policies and in compliance with federal and state regulations and policies.
Perform account-related transactions and provide first-call resolution for complex inquiries, requests, and problems related to client concerns.
Work cross-functionally with other teams to ensure a comprehensive client experience.
Respond promptly to client inquiries, resolve issues efficiently, and conduct follow-ups to ensure client satisfaction.
Serve as a liaison between clients and upper management when communicating about and resolving complaints and issues.
Assist clients by applying knowledge of the bank’s products and services.
Follow established policies, procedures, and standards when investigating and resolving issues and requests.