Sr. Service Specialist - CashPro & Technical Service Center

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

LOB Job Description:

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

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.

Responsibilities:

• Respond to clients and internal business partners requests received by phone and/or chat.
• Provides resolution for requests received via phone and/or chat.
• Conduct research and respond to clients and be able answer questions and inquiries.
• Utilize the various bank systems to support clients requests.

• 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.
• Comfortable with consistent back-to-back interaction with clients and internals business partners
• 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.

• 1-3 years of experience working in a call center. (Highly Desired)
• 1-2 years of experience in the Banking/Financial industry.