Sr Cust Serv Specialist

Bank of America•Phoenix, AZ

23h•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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Requirements

Customer focus
Empathy
Interpersonal verbal communication skills
Interpersonal written communication skills
Analytical, critical and design thinking
Desire to learn
Ability to leverage multiple software applications to execute an intricate process
Ability to remain current with iterative software and process updates
Ability to work Saturday hours as required

Nice To Haves

1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.
1-2 years of experience in the Banking/Financial Industry
Basic understanding of banking product and operations
Basic understanding of estate settlement
Communication strategies for clarifying information or de-escalating a situation

Responsibilities

Advocate for internal/external clients to meet and exceed their expectations
Show genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening
Utilize interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and clearly articulate why a solution is the best course of action
Utilize interpersonal written communication skills to accurately document activity in proper business writing
Breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem
Seek opportunities to improve depth/breadth of knowledge and personal performance
Leverage multiple software applications to execute an intricate process
Remain current with iterative software and process updates
Work Saturday hours as required