Bank Of America Sr Customer Service Specialist-Estate Servicing Operations 

United States, Arizona, Phoenix 

859810842

Job Description:

Job Description:
This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.

The Estate Servicing and Operations (ESO) organization is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners. We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs. ESO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth.

RESPONSIBILITIES:

• Answers phone calls within service levels.
• Provide a thorough level of service using key elements of call management techniques to ensure a positive client experience.
• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios.
• 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:

• Strong attention to detail.
• Ability to multi task and navigate multiple systems at once.
• Experience with client interaction.

DESIRED QUALIFICATIONS:

• Knowledge of bank products and services.
• Call center experience preferred.
• Experience with handling client complaints and providing appropriate solutions to ensure resolution.

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
• Negotiation

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

1st shift (United States of America)