Bilingual Escalated Client Care Specialist

Bank of America; Newark (DE); Hybrid; USD 42,000 - 55,000; Full time

Job summary

Bank of America seeks a customer service professional to address escalated and high risk client concerns within the contact center. You will perform routine and complex account maintenance, research issues across multiple systems, and deliver exceptional service to ensure a seamless client experience.

You will investigate issues, set client expectations, and coordinate with other teams to fulfill requests while adhering to bank policies and regulations.

Qualifications

• 1+ years of customer/client service experience.
• Fluent in Spanish.
• Willing to work weekends and holidays as needed.

Responsibilities

• Researches and handles escalated and high risk issues and client complaints by navigating the organization and multiple systems to resolve requests per policy and regulations.
• Performs account-related transactions and provides first call resolution on complex inquiries and problems.
• Works cross-functionally with other teams to ensure a comprehensive client experience.
• Responds promptly to client inquiries, resolves issues efficiently, and follows up to ensure satisfaction.
• Serves as a liaison between clients and upper management when communicating and resolving complaints.

Skills

Critical Thinking

Customer Focus

Decision Making

Oral Communications

Account Management

Active Listening

Attention to Detail

Planning

Problem Solving

Adaptability

Client Experience Branding

Client Management

Prioritization

Written Communications

Education

High School Diploma / GED

Job description

Bank of America seeks a customer service professional to address escalated and high risk client concerns within the contact center. You will perform routine and complex account maintenance, research issues across multiple systems, and deliver exceptional service to ensure a seamless client experience.

You will investigate issues, set client expectations, and coordinate with other teams to fulfill requests while adhering to bank policies and regulations.