Sr. Cust Serv Specialist

Bank of America•Fort Worth, TX

1d•Onsite

About The Position

Bank of America’s National Service & Solutions team is a specialized contact area within Global Operations that supports high-risk and complex activities. Call Center agents provide Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers, internal and external clients, and third parties. The role involves routine and complex account maintenance, issue investigation, gathering information, setting expectations, and coordinating with other support organizations to fulfill requests while delivering expert client care. The specialist adheres to established Service Level Agreements, handles escalated issues, navigates the bank, and uses multiple systems to resolve client requests. Bank of America describes its culture as inclusive and focused on collaboration, career development, and teammate wellness, with an in-office approach subject to role-specific responsibilities and business needs.

Requirements

At least 1 year of call center experience specializing in complex processes.
Strong attention to detail.
Ability to multitask and navigate multiple systems at once.
Experience with client interaction.
High School Diploma, GED, Secondary School, or equivalent.

Nice To Haves

Knowledge of bank products and services.
Call center experience.
Experience handling client complaints and providing appropriate solutions to ensure resolution.

Responsibilities

Answer phone calls within service levels.
Provide thorough service using Art of Language techniques to support a positive client experience.
Engage clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios.
Research accounts and perform account maintenance.
Document call interactions with precision.
Analyze and resolve customer inquiries, providing a positive experience through creative solutions.
Adapt to ongoing change and learn new technology and processes.
Receive ongoing feedback and coaching to improve performance.
Handle Consumer and Small Business Deposit product issues and escalations for Financial Centers, clients, and third parties.
Investigate issues and requests, gather information, set expectations, and work with support organizations to fulfill requests.
Adhere to established Service Level Agreements and navigate multiple bank systems to resolve escalated client requests.