Bank Of America Sr Service Specialist - Card Digital Services 

United States, Florida, Jacksonville 

739114856

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