Customer Segment Consultant (Financial Center Escalations)

Bank of America • Chandler, AZ

4d • Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: Accountable for analysis, execution and/or ongoing sustainment support for a program initiative within the enterprise strategy and performance goals for one of the Customer Segments (i.e. Retail, Preferred & Small Business). Provides support to senior team leader and partners with product(s) and channel(s) teams to drive execution and integrate delivery to ensure the customer view is at the forefront of decisions in the achievement of goals. Accountable for initiative support, coordination, robust analysis and communications.

Requirements

• Excellent customer service skills
• Advanced analytical and problem-solving skills
• Strong verbal and written communication skills
• Ability to effectively juggle multiple high priority activities concurrently
• Build relationships and think critically about people, process and technology opportunities for future improvement
• Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others
• Work efficiently and at peak performance levels, ultimately leading to better customer satisfaction.
• Willingness to Go Above and Beyond for our clients and fellow teammates
• Intermediate Skills – MS Office Suite: Word, Excel and SharePoint
• 5+ years of experience working in a financial center or financial based customer service role

Nice To Haves

• Experience with client escalations or concerns
• Strong interest in process improvement, cross-line of business partnerships, and managing risk
• Strong Excel Skills
• Bilingual language - Spanish preferred

Responsibilities

• Responsible for the day-to-day analysis, research, and resolution of escalated client escalations/inquiries, and responsible for closed loop coaching for financial center opportunities.
• Functions include problem resolution, research of client care escalations, documentation to meet risk processes, and partnership with various line of business leaders.
• Responsible for the day-to-day resolution of escalated client complaints, including research & customer outreach.
• Participates in the design, development and implementation of complex products, systems and services in an operations environment.
• Should function as the technical expert in their assigned area.
• Major accountabilities are based on individual expertise and capabilities.
• Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company.
• Knowledge acquired through increasingly responsible operations analysis work.
• Clearly recognized as a content expert by peers.

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED