Escalated Client Care Specialist (Bilingual Spanish)

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

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.