Sr. Cust Serv Specialist

Bank of America•Tampa, FL

2d•Onsite

About The Position

The Senior Customer Service Specialist works in Bank of America’s National Service & Solutions, a specialized contact area within Global Operations that supports high-risk and complex activities. The role provides Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers, internal and external clients, and third parties. The specialist performs routine and complex account maintenance, investigates issues and requests, gathers information, sets expectations, and works with other support organizations to fulfill requests while delivering expert client care. The role requires adherence to established Service Level Agreements, navigating the bank and mastering multiple systems to resolve escalated client requests. This position is an in-office role supporting collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. The position is first shift and is scheduled for 40 hours per week.

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 credential, 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 ensure 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 customer experience through creative solutions.
Adapt to ongoing change and learn new technology and processes.
Receive ongoing feedback and coaching to drive performance improvements.