Bank Of America Sr Service Specialist 

United States, North Carolina, Charlotte 

212316220

will be 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:

• Receives and responds to client and partner requests received by email, phone, chat or workflow system
• Engage with customers, begin a conversation, build rapport, handle objections,
• Analyzes, researches and resolves issues raised by clients ensuring client satisfaction by providing a positive customer experience through creative solutions
• Drives resolution of client issues with internal, technical and/or product partners, ensuring processes are integrated
• Educates clients on tools and champions digital adoption
• Comfortable with ongoing change and learning new technology/processes
• Comfortable receiving ongoing performance feedback and coaching

Requirements:

• ​1+ years of experience working with customers in call center or customer service environment
• 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 receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.

Other Qualifications:

• Ability to juggle multiple systems while engaging the client on phone and delivering great client experience​

1st shift (United States of America)