Complaint Servicing Specialist

Bank of America•Kennesaw, GA

10d

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 providing exceptional service and a seamless client experience. The specialist investigates a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests. The position follows corporate policy guidelines and applicable federal and state regulations and policies.

Requirements

At least 1 year of experience in Credit Assistance.
Problem-solving and critical-thinking skills.
Ability to navigate Solution Center procedures independently.
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.

Nice To Haves

Bilingual.
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 the organization and multiple systems to resolve requests within corporate policy guidelines 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 delivery of 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 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.