Senior Bank Customer Experience Specialist - Call Center

Bank of America; United States; Remote; USD 32,000 - 46,000; Full time

Job summary

Bank of America is seeking a Call Center Agent within National Service & Solutions in the United States. You will handle consumer and small business deposit product inquiries, perform account maintenance, and provide expert client care while meeting service levels.

You will research accounts, document interactions, and collaborate with other teams to resolve issues. Strong communication, attention to detail, and ability to multitask across multiple systems are essential.

Qualifications

• 1 year call center experience specializing in complex processes
• Strong attention to detail
• Ability to multitask and navigate multiple systems at once
• Experience with client interaction
• Knowledge of bank products and services
• Experience with handling client complaints and providing appropriate solutions to ensure resolution

Responsibilities

• Answers phone calls within service levels
• Provide a thorough level of service using Art of Language techniques to ensure a positive client experience
• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios
• Researches accounts and performs account maintenance
• Documents call interactions with precision
• Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions
• Adapts to ongoing change and learns new technology and processes
• Receives ongoing feedback and coaching to drive performance improvements

Skills

Active Listening

Attention to Detail

Critical Thinking

Decision Making

Oral Communications

Conflict Management

Problem Solving

Recording/Organizing Information

Research

Written Communications

Customer Service Management

Customer and Client Focus

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking a Call Center Agent within National Service & Solutions in the United States. You will handle consumer and small business deposit product inquiries, perform account maintenance, and provide expert client care while meeting service levels.

You will research accounts, document interactions, and collaborate with other teams to resolve issues. Strong communication, attention to detail, and ability to multitask across multiple systems are essential.