Sr. Service Specialist - Bilingual – English / Portuguese

Bank of America • Hialeah, FL

1d • Onsite

About The Position

At Bank of America, the Sr. Service Specialist is the first point of contact for inquiries from high-revenue clients through email and phone. The role involves reading, analyzing, and determining the appropriate handling and resolution of requests related to clients’ electronic banking platforms, including treasury, cash management, card, and depository products. The specialist may work with internal business partners to resolve client inquiries, issues, and technical support needs.

The role responds to client requests, conducts limited research, answers questions, and uses bank systems to support client needs. It also involves ongoing relationship-building with clients and internal business partners to enhance client satisfaction. The role is based in an office under Bank of America’s in-office attendance requirements, with role-specific flexibility. Normal schedules are 7:00 a.m.–4:00 p.m. EST or 8:00 a.m.–5:00 p.m. EST to cover Brazil business hours; some U.S. holidays apply.

Requirements

• Bilingual ability in English and Portuguese.
• At least 1 year of banking or financial industry experience.
• At least 1 year of customer-facing experience.
• Strong attention to detail.
• Oral and written communication skills.
• Active listening skills.
• Time management skills.
• Critical thinking skills.
• Relationship-building skills.
• Ability to collaborate.
• Quality assurance skills.
• Problem-solving skills.
• Ability to multitask and navigate multiple computer systems while interacting with customers.
• Good Microsoft Office skills, including Outlook, Excel, PowerPoint, Word, and Copilot.
• Ability to work among diverse viewpoints to determine the best path forward.
• Ability to connect with diverse clients and understand future business needs.
• Commitment to learning, challenging the status quo, and promoting positive change.

Nice To Haves

• Spanish language skills; the posting also states Spanish is required and Portuguese is a plus, which conflicts with its stated English/Portuguese bilingual qualification.

Responsibilities

• Receive and respond to client requests by email or phone.
• Resolve requests received by phone or email.
• Build and deepen relationships with clients and internal business partners to enhance client satisfaction.
• Conduct limited research and respond to clients’ questions and inquiries.
• Use bank systems to support client requests.
• Collaborate to advance tools, technology, and ways of working to better serve clients.

Benefits

• Commitment to supporting teammates’ physical, emotional, and financial wellness.
• Commitment to recognizing and rewarding performance.
• Opportunities to learn, grow, and make an impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed