Complaint Servicing Specialist

Bank of America; Kennesaw (GA); On-site; USD 21,000 - 30,000; Full time

Job summary

Bank of America in the United States seeks a customer service professional to research and resolve high-risk client account concerns escalated through contact centers. You will perform account maintenance, navigate multiple systems, and provide a seamless client experience.

Responsibilities include investigating issues, setting client expectations, and coordinating with other support teams to fulfill requests while adhering to policies and regulations. Bilingual Spanish is a plus.

Qualifications

• Demonstrates passion, integrity and commitment to excellent service.
• Ability to advise solutions and resolve complex client problems.
• Reliable with a consistent attendance and work schedule.
• Team player with prompt handling of calls, including weekends/holidays.
• Strong communication to simplify bank product information.

Responsibilities

• Handle escalated high-risk issues and client complaints per policy.
• Perform account maintenance and first-call resolution.
• Collaborate with cross-functional teams for a complete client experience.
• Respond to inquiries promptly and follow up to ensure satisfaction.
• Act as liaison between clients and management to resolve issues.
• Apply knowledge of bank products to assist clients.
• Follow established policies and regulatory guidelines.

Skills

Critical Thinking

Customer Focus

Decision Making

Oral Communications

Account Management

Active Listening

Attention to Detail

Planning

Problem Solving

Adaptability

Client Experience

Client Management

Prioritization

Written Communications

Education

High School Diploma / GED / Secondary School or equivalent

Job description

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
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 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 effectivelyby 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

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives


• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions


• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule


• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays


• Communicates effectively and confidently with all clients to make their financial lives better


• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections


• Comfortable receiving ongoing performance feedback and coaching


• Ability to learn and adapt to new information and technology platforms


• Minimum of an intermediate level of proficiency with computers and current technology


• 1+ years of customer/client service experience, including experience handling difficult client situations


• Fluent in Spanish

Desired Qualifications

• 1+ years of experience in the banking/financial industry


• 2+ years of experience working in a client service capacity.

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

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift

1st shift (United States of America)

Hours Per Week

40