Sr Cust Serv Specialist

Job Description:

ABOUT US:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

JOB DESCRIPTION:

National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties.  Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.

RESPONSIBILITIES:

• Answers phone calls within service levels
• Provide a thorough level of service using Art of Language techniques to ensure a positive client experience
• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios
• Researches accounts and performs account maintenance
• Documents call interactions with precision
• Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions
• Adapts to ongoing change and learns new technology and processes
• Receives ongoing feedback and coaching to drive performance improvements

REQUIRED QUALIFICATIONS:

Strong attention to detail

Ability to multi task and navigate multiple systems at once

Experience with client interaction

DESIRED QUALIFICATIONS:

Knowledge of bank products and services

Call center experience preferred

Experience with handling client complaints and providing appropriate solutions to ensure resolution.

SKILLS:

• Active Listening

• Attention to Detail

• Critical Thinking

• Decision Making

• Oral Communications

• Recording/Organizing Information

• Conflict Management

• Problem Solving

• Research

• Written Communications

• Customer Service Management

• Customer and Client Focus

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - CA - Westlake Village - 31303 Agoura Rd - 31303 Agoura Road (CA6917)

Pay and benefits information

Pay range$23.00 - $30.91 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.