• Job Description

  Req#: 24015635

  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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

  One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

  Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

  Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

  Job Description:
  This job is responsible for researching and handling highly sensitive client account concerns that have been escalated through high risk channels within the contact center. Key responsibilities include performing routine and complex account maintenance and research, navigating multiple systems and solving problems, and providing exceptional service and a seamless experience to clients. Job expectations include investigating a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests.

  Responsibilities:

  • Researches and handles escalated and high risk issues and client complaints by successfully navigating the organization and multiple systems to resolve requests within corporate policy guidelines and in compliance with all federal and state regulations and policies
  • Performs account-related transactions and provides first call resolution on complex inquiries, requests, and problems related to client concerns
  • Works cross-functionally with other teams to ensure the delivery of a comprehensive client experience
  • Responds promptly to client inquiries, resolves issues efficiently, and conducts follow ups to ensure client satisfaction
  • Serves as a liaison between clients and upper management when communicating and resolving complaints and issues
  • Assists clients effectively by applying knowledge of the bank's products and services
  • Adheres to established policies, procedures, and standards when investigating and resolving a wide variety of issues and requests

  Required Qualifications:

  • 2 years prior Customer Support experience
  • Comfortable with high volumes of queue-based work, while maintaining service level agreements
  • Ability to provide an outstanding customer support experience in e-mail, chat, and/or phone channels related to Credit Card and/or Deposit Products
  • Works independently, quickly and efficiently, while maintaining high quality standards to meet team and/or individual goals, and maintaining focus on the customer
  • Superior written & verbal communication skills
  • Ability to multi-task and meet deadlines in a dynamic and fast-paced environment

  Desired Qualifications:

  • Previous experience using Synergy, Interact, Commit, Superstations, CTR, SharePoint
  • Previous experience using Salesforce/Spredfast or similar social media content management platforms
  • In depth product experience (3-5 years customer service experience) in multiple products like Credit Card, Deposits or Home Loans
  • Previous customer service experience via social media channels
  • Experience working in teams managed across multiple locations
  • Deep understanding of the power of social media to drive awareness and credibility

  Skills:

  • Critical Thinking
  • Customer and Client Focus
  • Decision Making
  • Oral Communications
  • Account Management
  • Active Listening
  • Attention to Detail
  • Planning
  • Problem Solving
  • Adaptability
  • Client Experience Branding
  • Client Management
  • Prioritization
  • Written Communications

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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