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 job is responsible for researching complex or escalated requests from clients or internal partners and solving problems. Key responsibilities include investigating and resolving a wide variety of issues and requests that may require gathering additional information, setting expectations, and working with other support organizations. Job expectations include connecting the client to the appropriate product or service while adhering to established service level agreements.

Responsibilities:

• Manages and resolves client issues and requests by successfully navigating the organization and mastering multiple systems

• Coaches and assists new employees with moderately complex research and analysis of account activity to assess levels of risk and fraud type

• Leverages processes, guidelines, and product knowledge to identify potential process improvements and escalate issues and risks

Required Qualification

• 2+ years service/digital and/or sales experience in consumer or small business card or deposit products

• Escalation call experience

• Ability to prioritize work and meet deadlines

• Ability to consider the bigger picture with regard to client satisfaction, reputational and regulatory risk

• Excellent verbal and written communications skills sufficient to interact effectively with clients, all levels of management and staff

• Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting

• Strong attention to details with commitment to world class client care, effective work flows

• Strong knowledge in Microsoft Office (Excel, Outlook, Word)

• Strong organizational and time management skills

Desired Qualification

• Cross enterprise product/channel knowledge

• Critical / innovative thinker, to support management deliverables designed to set strategy

• Contribute to continuous improvement by sharing trends, ideas and solution oriented thinking to help determine process design, servicing, policy and procedure opportunities

Skills:

• Attention to Detail

• Collaboration

• Customer and Client Focus

• Issue Management

• Written Communications

• Due Diligence

• Process Simplification

• Referral Management

• Regulatory Relations

• Business Process Analysis

• Client Experience Branding

• Continuous Improvement

• Learning Delivery

• Process Management

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

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)

Pay and benefits information

Pay range

$25.34 - $32.59 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.