Complaints Servicing Specialist

Bank of America•Kennesaw, GA

2d•Onsite

About The Position

At Bank of America, the Complaints 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. It investigates issues and requests by gathering information, setting client expectations, and working with other support organizations to fulfill requests. The specialist resolves escalated complaints and complex inquiries in accordance with corporate policies and applicable federal and state regulations. The position requires effective communication with clients, coordination across teams, and follow-up to support client satisfaction. The role works a 1st shift schedule for 40 hours per week and requires handling calls immediately, including on weekends and holidays.

Requirements

High school diploma, GED, secondary school education, or equivalent.
At least 1 year of customer/client service experience, including experience handling difficult client situations.
Passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Ability to understand how life events can affect a client’s financial situation and actively advise on solutions and analyze and resolve complex client problems creatively.
Excellent attendance, reliability, 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.
Ability to communicate effectively and confidently with clients.
Ability to engage clients by starting conversations, anticipating questions, sharing information in plain language, building rapport, and handling objections.
Comfort with 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.

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, 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 conduct follow-ups 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.