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Sr Service Specialist

Phoenix, Arizona

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This Sr. Service Specialist will be responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Includes 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 phone/chat/email 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.

Job Responsibilities:

• Receives and responds to client and partner requests received by email, phone, chat or workflow system

• Engage with customers, begin a conversation, build rapport, handle objections,

• Analyzes, researches and resolves issues raised by clients ensuring client satisfaction by providing a positive customer experience through creative solutions

• Drives resolution of client issues with internal, technical and/or product partners, ensuring processes are integrated

• Educates clients on tools and champions digital adoption

• Comfortable with ongoing change and learning new technology/processes

• Comfortable receiving ongoing performance feedback and coaching

​ Required Qualifications:

• Must have at least 1+ years of strong inbound call center work experience in a fast-paced environment.

• Experience receiving at least35calls throughout the business day,

• Exceptional Customer Service experience and excellent oral and written communication skills

• Must be able to multitasks and manage multiple systems simultaneously throughout the day.

• Must have experienced with Microsoft Office Suite, especially Excel.

• Comfortable with ongoing change and learning newtechnology/processes.

• Excellent time management and prioritization skills, with ability to meet deadlines under pressure.

Desired Qualifications:

• 1+ years of experience working with Treasury clients

​

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://u.go/0As7EN) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.