Escalated Account Resolution Specialist

Bank of America; Town of Newark (WI); Sur place; USD 25 000 - 39 000; Plein temps

Résumé du poste

Bank of America is seeking a associate to research and handle highly sensitive client account concerns escalated through the contact center. You will perform routine and complex account maintenance, navigate multiple systems, and provide exceptional service to clients while investigating issues and setting client expectations.

You will work with various teams, resolve complex inquiries, and ensure compliance with policies and regulations.

Qualifications

• High school diploma or GED required.
• Experience handling escalated client issues preferred.
• Ability to research and resolve complex inquiries within policy.

Responsabilités

• Researches and handles escalated and high risk issues and client complaints by navigating the organization and multiple systems to resolve requests within policy guidelines.
• Performs account-related transactions and provides first call resolution on complex inquiries and problems related to client concerns.
• Works cross-functionally with other teams to ensure 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.

Connaissances

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

Formation

High School Diploma / GED

Description du poste

Bank of America is seeking a associate to research and handle highly sensitive client account concerns escalated through the contact center. You will perform routine and complex account maintenance, navigate multiple systems, and provide exceptional service to clients while investigating issues and setting client expectations.

You will work with various teams, resolve complex inquiries, and ensure compliance with policies and regulations.