Bank Of America Sr Service Specialist - Card Servicing 

United States, Florida, Jacksonville 

494741378

Line of Business 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.

Job Description:

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:

• Responds to client and partner requests received by email, phone, chat, or workflow system
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures
• Deepens relationships with business partners and clients through quality customer service and responsiveness
• Conducts research using various bank systems to enable response to client questions and inquiries
• 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+ 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.

Desired 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.

Skills:

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

1st shift (United States of America)