Sr Customer Service Specialist

Bank of America•Tampa, FL

4d•Onsite

About The Position

At Bank of America, the Sr Customer Service Specialist works in National Service & Solutions, a specialized contact area within Global Operations that supports high-risk and complex activities. Call center agents handle Consumer and Small Business Deposit product problems and escalations for Financial Centers, internal and external clients, and third parties. The role involves routine and complex account maintenance, researching and resolving 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 and handles escalated issues by navigating the bank and using multiple systems to resolve client requests. Bank of America describes an in-office culture intended to support collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. The position is a first-shift role with a stated workweek of 40 hours.

Requirements

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.
Skills listed: Active Listening; Attention to Detail; Critical Thinking; Decision Making; Oral Communications; Conflict Management; Problem Solving; Recording/Organizing Information; Research; Written Communications; Customer Service Management; Customer and Client Focus.

Nice To Haves

Knowledge of bank products and services.
Call center experience is preferred.
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 precisely.
Analyze and resolve customer inquiries while 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.
Handle escalated issues by navigating the bank and using multiple systems to resolve client requests.
Adhere to established Service Level Agreements.