Sr Customer Service Specialist

Bank of America • Fort Worth, TX

3d • 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 problem handling and escalation support for Consumer and Small Business Deposit products to Financial Centers, internal and external clients, and third parties. The role performs routine and complex account maintenance, investigates issues and requests, gathers information, sets expectations, coordinates with support organizations, and provides expert client care. The specialist is expected to meet established service level agreements, handle escalated issues, navigate the bank’s organization, and use multiple systems to resolve client requests. Bank of America describes an in-office culture focused on collaboration, engagement, and career development, with flexibility depending on the role and business needs.

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.
• Active listening, critical thinking, decision making, oral communication, conflict management, problem solving, recording and organizing information, research, written communication, customer service management, and 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, using creative solutions to provide a positive customer experience.
• Adapt to ongoing change and learn new technology and processes.
• Receive ongoing feedback and coaching to improve performance.
• Handle escalated issues and work with other support organizations to fulfill requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED