Bank Of America Sr Customer Service Specialist- Estate Servicing Operations 

United States, Florida, Tampa 

664234689

Job Description:

Job Description:
This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. 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. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.

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

• Conflict Management

• Problem Solving

• Recording/Organizing Information

• Research

• Written Communications

• Customer Service Management

• Customer and Client Focus

• Issue Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

1st shift (United States of America)