Complaint Servicing Specialist

Bank of America•Kennesaw, GA

8d•Onsite

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 involves routine and complex account maintenance and research, navigating multiple systems, solving problems, and delivering exceptional service and a seamless client experience. The specialist investigates issues and requests by gathering information, setting client expectations, and coordinating with support organizations to fulfill requests. The position operates within corporate policy guidelines and applicable federal and state regulations and policies. It requires prompt responses to client inquiries, efficient issue resolution, and follow-up to ensure client satisfaction. Bank of America describes its workplace as committed to an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. This position is 1st shift and scheduled for 40 hours per week.

Requirements

At least 1 year of experience in Credit Assistance.
Problem-solving ability and critical-thinking skills.
Ability to work independently when navigating Solution Center resources and procedures.
Time-management skills and ability to adhere to strict deadlines.
Ability to work in an ever-changing environment.
Excellent verbal and written communication skills.
Ability to navigate multiple computer systems while interacting with customers.
Ability to achieve quality standards and meet key performance indicators.
High school diploma, GED, secondary school education, or equivalent.

Nice To Haves

Bilingual ability.
Experience with RSAM, DEFI, Pega, UCRS/NEXT GEN, WAVE, CQC, Synergy, DEBT Manager, RMS, CSSM, or BASS.
Experience using NICE/Nexidia.
Familiarity with third-party vendor processes.

Responsibilities

Research and handle escalated, high-risk issues and client complaints, navigating organizational channels and multiple systems to resolve requests in accordance with corporate policies and applicable regulations.
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 deliver a comprehensive client experience.
Respond promptly to client inquiries, resolve issues efficiently, and follow up 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.