Sr Service Specialist

Bank of America•Phoenix, AZ

3d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Requirements

1+ years of experience working with customers.
1+ years of experience handling difficult situations with customers.
Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications.
Comfortable receiving ongoing performance feedback and coaching.
Ability to engage with customers, begin a conversation, build rapport, and handle objections.
Comfortable with ongoing change and learning new technology/processes.
Comfortable with consistent back-to-back interaction with clients and internals business partners.
Ability to analyze and resolve customer inquiries.
Ability to provide a positive customer experience through creative solutions.
At least an intermediate ability in computer skills.
Ability to navigate multiple computer systems while interacting with the customer.

Nice To Haves

1-3 years of experience working in a call center. (Highly Desired)
1-2 years of experience in the Banking/Financial industry.

Responsibilities

Servicing inquiries received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant, and depository products.
Analyzing and determining appropriate handling and resolution of requests.
Partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.
First point of contact for inquiries received from high revenue clients via phone and/or chat channels.
Reading, analyzing, troubleshooting, and/or determining appropriate handling and resolution of requests.
Responding to incoming high volume of calls/chats from clients and internal business partners requests.
Juggling multiple systems, adapting and managing difficult or challenging client experiences, and back-to-back calls, while engaging with the client on phone and delivering great client experience.
Providing resolution for requests received via phone and/or chat.
Conducting research and responding to clients and answering questions and inquiries.
Utilizing the various bank systems to support clients’ requests.