Bank Of America Senior Customer Service Specialist Estate Servicing Operations 

United States, Florida, Tampa 

853004360

Line of Business Description:

Specialize Servicing & Fulfillment Operations (SSFO) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. SSFO uses a call center/contact center structure to engage with external clients and Financial Centers all over the country.

During every phone interaction, a Senior Customer Service Specialist:

• Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra compassion, patience, kindness and sensitivity needed during this difficult life event
• Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy, compassion and demonstrates ownership of the client’s servicing request(s)
• Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems
• Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest
• Maintains adherence to service level agreements and all laws, rules and regulations

Responsibilities:

• Answers phone calls within a specified service level
• Engages with customers by initiating conversation, building rapport, handling objections, and explaining complex problems
• 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:

• 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, call center or financial center, etc.
• 1-2 years of experience in the Banking/Financial Industry
• Basic understanding of banking products and operations
• Understands this is a call center environment with a high frequency of call volume
• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy & Compassion)
• Interpersonal verbal communication skills that build rapport and trust demonstrate confidence and ownership, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
• Interpersonal written communication skills to accurately document activity in proper business writing
• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Ability to leverage multiple software applications to execute an intricate process
• Ability to remain current with iterative software and process updates

Desired Qualifications:

• Basic understanding of estate settlement
• Prior experience working in an estate settlement capacity, or previous paralegal experience
• Communication strategies for clarifying information or de-escalating a situation

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

1st shift (United States of America)