Escalated Client Experience Specialist

Bank of America; Kennesaw (GA); On-site; USD 52,000 - 70,000; Full time

Job summary

Bank of America in the United States is seeking a detail-oriented specialist to research and handle highly sensitive client account concerns escalated through high risk channels. You will perform routine and complex account maintenance, navigate multiple systems, and provide an exceptional client experience.

Responsibilities include investigating issues, setting expectations, and coordinating with support teams.

Qualifications

• Experience handling escalated client issues within financial services or contact centers.
• Ability to navigate multiple systems and document resolutions per policy.
• Strong communication to set client expectations and follow up.
• Attention to federal and state regulations in handling sensitive client concerns.

Responsibilities

• Researches escalated and high risk issues and resolves requests within policy and regulation.
• Performs account-related transactions and provides first call resolution for complex inquiries.
• Collaborates with cross-functional teams to deliver a seamless client experience.
• Responds promptly to client inquiries and conducts follow-ups to ensure satisfaction.
• Acts as liaison between clients and upper management to resolve complaints.
• Applies knowledge of bank products and services to assist clients.
• Adheres to policies, procedures, and standards when investigating issues.

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

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in the United States is seeking a detail-oriented specialist to research and handle highly sensitive client account concerns escalated through high risk channels. You will perform routine and complex account maintenance, navigate multiple systems, and provide an exceptional client experience.

Responsibilities include investigating issues, setting expectations, and coordinating with support teams.