Complaints Servicing Specialist

Bank of America•Newark, NJ

1d•Onsite

About The Position

At Bank of America, this role supports the company’s purpose of helping make financial lives better and its commitment to Responsible Growth, an inclusive workplace, and teammate wellness. The company maintains an in-office culture for collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. The Complaints Servicing Specialist researches and handles highly sensitive client account concerns escalated through high-risk contact center channels. The role performs routine and complex account maintenance and research, navigates multiple systems to solve problems, and provides exceptional service. It investigates issues and requests by gathering information, setting client expectations, and working with other support organizations to fulfill requests. The position is 1st shift and works 40 hours per week.

Requirements

Demonstrated 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.
Commitment to excellent attendance, proven reliability, and adherence to the agreed work schedule.
Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
Communicate effectively and confidently with clients.
Engage clients by beginning conversations, anticipating questions, sharing information in plain language, building rapport, and handling 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.
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 client issues and complaints, navigating the organization and multiple systems to resolve requests in accordance with corporate policies and applicable federal and state 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.