Bank Of America Sr Service Specialist - CashPro & Technical Center 

United States, North Carolina, Charlotte 

777060161

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:

• First point of contact for inquiries received from high revenue clients via email or phone channel.
• Responsible for reading, analyzing, and/or determining appropriate handling and resolution of requests.
• Requests consist of treasury cash management, card and/or depository products.
• May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support

Responsibilities:

• ​ Receive and respond to requests received by email or phone
• Provides resolution for requests received via phone or email
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight
• Conduct limited research and respond to client and be able answer questions and inquiries
• Utilize the various bank systems to support clients requests

Requirements:

• 1+ years of experience working with customers.
• 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.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Ability to navigate multiple computer systems while interacting with the customer.

​Desired skills:

• 1-2 years of experience in the Banking/Financial industry.
• 1-3 years of experience working in a call center.​

1st shift (United States of America)