Sr Service Specialist - Card Digital Services jobs at Bank Of America in United States, Jacksonville

Job Description:

Job Description:

This job is responsible for providing moderately complex research, reporting, and analytical support for the delivery of end-to-end support for Global Markets sales, trading and underwriting business for securities, foreign exchange, fixed income, exchange traded derivatives, and over-the-counter derivatives across multiple Lines of Business. Key responsibilities include carrying out duties under general supervision and assisting teammates while following established procedures.

Responsibilities:

• Maintains accuracy of client portfolio using internal and external comparison tools
• Performs research and conducts moderately complex analyses using established techniques, including transactions that require special handling and exception handling
• Explores methods to enhance processes, further reduce risks, and boost client experience
• Partners with colleagues on the trade and sales support teams, as well as external agents
• Creates reports and liaises with internal partners to ensure proper client reporting and assist with regulatory reporting
• Escalates potential risks and exposures to manager in a timely manner
• Assists with ad-hoc projects, new processes, or initiatives requiring coordination among subject matter experts representing multiple product areas or functions
• Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines
• Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.
• Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements
• Perform client refresh through the review of client documentation, vendor databases and data entered into proprietary systems to ensure all refresh requirements are met
• Ensure all jurisdictional regulatory requirements related to KYC are adhered to
• Support business with KYC related queries and requests
• Participate in remediation, internal/external Audits (where applicable)

Required Qualifications:

• Two or more years of financial services experience
• Excellent verbal and written communications skills
• Documented experience performing in a process-oriented production environment that changes periodically
• Familiar with MS Office Suite(Excel/Word/Outlook/Access)
• Work in a team environment
• Organize work, prioritize tasks and handle multiple assignments simultaneously
• Successfully meet tight deadlines while ensuring data accuracy and integrity
• Work and execute with minimal supervision or remote management

Desired Qualifications:

• Anti Money Laundering (AML) Know Your Customer/Client Due Diligence (KYC/CDD) experience

Skills:

• Data Collection and Entry
• Recording/Organizing Information
• Attention to Detail
• Critical Thinking
• Research
• Fraud Management
• Risk Management
• Interpret Relevant Laws, Rules, and Regulations
• Quality Assurance
• Problem Solving
• Adaptability
• Customer and Client Focus
• Prioritization
• Result Orientation
• Written Communications

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include 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.

Responsibilities:

• Providing technical support to our clients via telephone in support of queries relating to a variety of card-based systems, managing through to resolution with both internal and 3rd party vendor teams.

• Possessing a passion and urgency to serve our clients and operate as a client advocate

• Researching problems, investigating technical errors, and troubleshooting complex queries for clients.

• Assisting Clients with running and building reports and helping to reconcile financial data inconsistencies.

• Being consistently focused on delivering quality responses with customer service and adherence to bank policies and procedures at the front of mind.

• Working independently with strong organizational skills to overcome challenges with requests and ensures our clients’ needs are satisfied

• Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience

• Leveraging industry and product expertise to deepen client relationships and mitigate risk throughout the servicing process.

• Works collaboratively with other teams to resolve client issues.

• Identifies and escalates risks and issues when necessary.

Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone and email channel with an in depth understanding of self service applications used by clients.

• Commercial card experienceor 1-2 years Banking/Financial industry experience.

• Client facing experience

• Excellent verbal & written communication skills

• Strong problem solving & analytical skills

• Positive & willing to learn approach

• Ability to convey a professional, courteous, and positive attitude when dealing with clients and internal business partners

• Self-motivated and results-oriented

• Must have active listening skills

• Must have critical thinking skills

• Multitasking (i.e. ability to navigate multiple computer systems while interacting with the customer)

• Experience with Microsoft Office Suite products like Microsoft Outlook, Microsoft Excel , Microsoft PowerPoint, Microsoft Word

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include 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.

LOB Job Description:

​Responsible for day to day servicing of Commercial and Large Corp Card clients, varying in complexity. Provides servicing assistance related to general inquiries and research related requests.

Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone channel with an in depth understanding of Commercial Card products used by clients.

Required Qualifications:

• 2-3 years previous experience working directly with clients in a Call Center environment.

• Self-starter and independent worker, ability to work with minimum supervision.

• Must have excellent written communication skills with demonstrated client focus.

• Superior follow through and initiative.

• Highly organized, adapt at time management, and problem/solving/analytical.

• Advanced skills within Microsoft applications.

• Must be client focused, a team player, with effective communication skills and professionalism through use of proper phone etiquette.

• Ability to exercise good judgement and sound-decision making skills a must.

• Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.

• Ability to work in fast- paced, team environment.

• Microsoft Office, Excel proficiency.

​Other Qualifications:

• Exercises judgment and discretion with respect to client escalations and problem resolution.

• Experience in Commercial Card Servicing.

• Sharp desk and time management skills.

• Works well in a team environment.

• Call center experience is highly recommended.​

Job Description:

This job is responsible for providing phone-based services to relationship jobs where the representative is expected to take several inbound service calls daily to solve for financial needs. Key responsibilities include deepening relationships by referring clients to specialized sales teams and serving as a central entry point into a fully licensed financial services career. Job expectations include managing products, trading in self-directed accounts, and maintaining knowledge on chat functionality and a wide variety of products.

• Identifies clients’ needs and find proper solutions to meet those needs by referring sales opportunities to specialist and sales teams
• Receives training through the licensing/study program, ultimately earning SIE, S7 and S66 certifications
• Focuses daily on service to sales with existing Merrill clients
• Provides exceptional client care, growing client relationships, and guiding clients with needs-based solutions that will support their financial goalsYou’re the kind of person that (required skills):
• Is client-focused with a passion for excellence and a positive team attitude.
• Is self-motivated, goal-oriented, andhas the ability tomultitask in a fast moving, performance –based environment.
• Has the ability to identify clients’ needs and find proper solutions to meet those needs by referring sales opportunities to specialist and sales teams.
• Is an effective communicator with an aptitude for sales and relationship management
• Has strong computer skills
• Is prepared to pass licensing exams – Security Industry Essentials (SIE) and Series 7 and Series 66.
• Wants to establish a long-term career in the financial services industry at a fast-growing company that rewards hard work and dedication.
• Is ambitious, disciplined, hardworking, resilient and willing to learn.
• A bachelor’s degree, or 1-2 years of experience in a performance-based environment.
• The Security Industry Essentials (SIE) or other financial services licenses and interest in pursuing the Series 7, and/or the Series 66 licenses.
• Leadership capabilities.Skills Used in this Role:
• Establishing Trust
• Customer Service
• Overcoming Objections
• Consulting
• Risk Management
• Organization
• Critical Thinking
• Conflict Resolution
• Building Rapport
• Active Listening
• Customer Focus
• Analytical Thinking

Additional Skills:

Job Description:

help clients and prospective clients with financial needs and goals that are most important to themWith each connection, FSAs provide care to individuals by identifying broader product and service solutions that meet their investment and savings needs. Financial Solutions Advisors demonstrate knowledge of investments and financial markets by applying key principles appropriately. The FSAs will align the Bank of America and Merrill offering model and collaborate with business partners when appropriate for a client. Additionally, the FSA will set clear expectations when establishing a new relationship to create a smooth and streamlined experience.

• Responsible for the end-to-end client experience, managing and providing financial advice to an assigned group of clients, enhancing client care, retention, and deepening
• Own management of client issues, research, and communication of resolution
• Demonstrate expert knowledge of internal and regulatory policies, procedures, and processes

Required Qualifications:

• Series 7, and 66 or equivalent (required)
• Minimum of 1-2+ years financial advisory or investment experience in thefinancial service industry and/or a sales environment where goals were met or exceeded
• Passion for excellence and willingness to work to exceed client expectations bycommunicating effectively and confidently while engaging all clients.
• Ability to have, meaningful, consultative conversations with clients to uncover needs and help them towards achieving multiple life priorities and goals.

Desired Qualifications:

• Strong computer skills with an ability to multitask in a fast-paced environment
• Bachelor's degree (business related discipline strongly preferred), or 1-2 years relevant work experience

This job is responsible for providing comprehensive advice and customized solutions to clients to help them achieve their financial goals. Key responsibilities include triaging client leads, making referrals to business partners based on client needs and asset thresholds, meeting with clients to review financial and investment goals, building a financial plan, and recommending brokerage products. Job expectations include applying and expanding knowledge by completing required licenses and trainings. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Works with clients to plan their short and long-term financial goals by building a financial plan with brokerage products, including stocks, bonds, mutual funds, annuities, and banking and money managed solutions
• Recommends banking and investments strategies that align with client financial goals and needs
• Triages client requests and makes referrals to appropriate internal service providers based on client needs and asset thresholds
• Mitigates and controls risk as part of daily activities
• Identifies and engages potential new clients through referrals or financial center clientele
• Provides coaching and feedback to referral partners based on knowledge of client needs and potential product services recommended

Skills:

• Account Management
• Advisory
• Client Experience Branding
• Customer and Client Focus
• Oral Communications
• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Issue Management
• Pipeline Management
• Causation Analysis
• Client Management
• Policies, Procedures, and Guidelines
• Risk Management
• Written Communications

Job Description:

Job Description:

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
• Navigates multiple systems to migrate clients to on-line and self-delivery channels that enable constant account access

Desired Qualifications:

• Experience in a call center and/or a financial/banking center
• Customer service experience​

Skills:

• Account Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Problem Solving
• Risk Management
• Attention to Detail
• Business Acumen
• Valuation Ethics and Practice Standards

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent