Sr. Service Specialist - Bilingual – English / Portuguese

Bank of America • Hialeah, FL

3d • Onsite

About The Position

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

The position supports clients by responding to requests, conducting limited research, answering questions, and using bank systems to fulfill requests. It also involves building relationships with clients and internal partners to enhance client satisfaction. The role is bilingual English/Portuguese, although the posting contains a conflicting qualification stating Spanish is required and Portuguese is a plus; Spanish is also listed as a plus elsewhere. Typical schedules are 7:00 a.m.–4:00 p.m. EST or 8:00 a.m.–5:00 p.m. EST to cover Brazil work hours. Some U.S. holidays apply. This is a first-shift role with 40 hours per week. Bank of America describes an in-office culture with role-specific flexibility.

Requirements

• Bilingual English/Portuguese; the posting also states Spanish is required and Portuguese is a plus, and elsewhere lists Spanish as a plus.
• At least 1 year of banking or financial industry experience.
• At least 1 year of experience working with customers.
• 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 a schedule of 7:00 a.m.–4:00 p.m. EST or 8:00 a.m.–5:00 p.m. EST to cover Brazil work hours; some U.S. holidays apply.

Nice To Haves

• Spanish is listed as a plus in one part of the posting, though another part says Spanish is required.
• Ability to bring new ideas to teams to drive innovation and develop unique solutions.
• Ability to work among diverse viewpoints to determine the best path forward.
• Experience connecting with diverse clients to understand future business needs; continuous learning.
• Commitment to challenging the status quo and promoting positive change.
• Interest in collaborative efforts to advance tools, technology, and ways of working to serve an evolving client base.
• Belief in the value of diversity to reflect, connect with, and meet the diverse needs of clients and employees.

Responsibilities

• Receive and respond to client requests submitted by email or phone.
• Provide resolutions for requests received by phone or email.
• Build and maintain relationships with clients and internal business partners to enhance client satisfaction.
• Conduct limited research and respond to client questions and inquiries.
• Use bank systems to support client requests.
• Collaborate with internal business partners to resolve client inquiries, issues, and technical support needs.

Benefits

• Bank of America describes support for teammates’ physical, emotional, and financial wellness.
• The company describes recognizing and rewarding performance.

What This Job Offers

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