Escalations & Client Experience Specialist

Bank of America; Newark (DE); On-site; USD 42,000 - 56,000; Full time

Job summary

Bank of America in the United States seeks a detail-minded specialist to research and resolve escalated, high-risk client account concerns within the contact center, performing routine and complex maintenance, navigating multiple systems, and delivering exceptional service.

You will work cross-functionally to fulfill requests, provide timely updates, and ensure client satisfaction while adhering to regulatory policies and bank procedures.

Qualifications

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service.
• Able to advise solutions and resolve complex client problems with creative thinking.
• Reliable with the ability to adhere to a work schedule including weekends/holidays.
• Able to learn and adapt to new information and technology platforms.

Responsibilities

• Researches escalated/high-risk issues and handles client complaints across systems and policies.
• Performs account-related transactions and provides first-call resolution on complex inquiries.
• Collaborates cross-functionally to ensure a comprehensive client experience.
• Responds promptly to inquiries, resolves issues efficiently, and follows up with clients.
• Acts as liaison between clients and management to communicate and resolve concerns.
• Applies knowledge of bank products and services to assist clients.
• Adheres to policies and procedures when investigating and resolving diverse requests.

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 / Secondary School or equivalent

Job description

Bank of America in the United States seeks a detail-minded specialist to research and resolve escalated, high-risk client account concerns within the contact center, performing routine and complex maintenance, navigating multiple systems, and delivering exceptional service.

You will work cross-functionally to fulfill requests, provide timely updates, and ensure client satisfaction while adhering to regulatory policies and bank procedures.