Sr Cust Serv Specialist

Bank of America•Tampa, FL

2d•Onsite

About The Position

At Bank of America, the Senior Customer Service Specialist supports National Service & Solutions, a specialized contact area within Global Operations that handles high-risk and complex activities. The role provides Consumer and Small Business Deposit product problem handling and escalation support to Financial Centers, internal and external clients, and third parties. It involves routine and complex account maintenance, investigating issues and requests, 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’s organization, and uses multiple systems to resolve client requests. Bank of America describes its workplace as committed to an in-office culture supporting collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. The company emphasizes inclusive opportunity, career development, and support for teammates’ physical, emotional, and financial wellness.

Requirements

At least 1 year of call center experience specializing in complex processes.
Strong attention to detail.
Ability to multitask and navigate multiple systems simultaneously.
Experience interacting with clients.
High school diploma, GED, secondary school credential, or equivalent.

Nice To Haves

Knowledge of bank products and services.
Experience handling client complaints and providing appropriate solutions to ensure resolution.
Active listening.
Critical thinking.
Decision making.
Oral communications.
Conflict management.
Problem solving.
Recording and organizing information.
Research.
Written communications.
Customer service management.
Customer and client focus.

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 conversations, building rapport, handling objections, and explaining complex scenarios.
Research accounts and perform account maintenance.
Document call interactions precisely.
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 improve performance.
Handle escalated issues and coordinate with other support organizations to fulfill requests while adhering to established Service Level Agreements.