Bank of America Careers | Sr Customer Service Specialist, Phoenix, Arizona

Bank of America

Job Description

Sr Customer Service Specialist

Handles complex or escalated calls from clients or internal partners providing seamless delivery of service. Performs routine and complex account maintenance. Handles inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Adheres to established service level agreements. Handle escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests. Accountable for the successful resolution of all customer requests. May involve placing the customer in the appropriate product or service. Typically requires 2-3 years of call center or banking center experience.

Duties and Responsibilities

Your main responsibilities in this role include the following:

Job Requirements

• 1-2 years of experience in the Banking/Financial industry

• 1-3 years of experience working in a call center

Desired Skills

• 1+ years of experience working with clients

• 1+ years of experience handling difficult situations with clients

• 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 clients, 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 client inquiries

• Ability to provide a positive client experience through creative solutions

• At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the clients

Job Details

Company Name: Bank of America

Employment Type: Full-time

Job Location: Phoenix, Arizona, United States

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