Senior Banking Customer Experience Specialist

Bank of America; Phoenix (AZ); On-site; USD 21,000 - 26,000; Full time

Job summary

Bank of America is seeking a Call Center Agent within National Service & Solutions to support Consumer and Small Business Deposit product inquiries, perform routine and complex account maintenance, and escalate when needed. The role focuses on delivering expert client care, adhering to service levels, and resolving a range of issues for clients and partners.

The position requires multitasking across multiple systems, strong communication skills, and the ability to navigate complex scenarios

Qualifications

• High School Diploma or GED required.
• Strong attention to detail and ability to multitask.
• Experience with client interaction.
• Call center experience preferred.

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 to support Consumer and Small Business Deposit product inquiries, perform routine and complex account maintenance, and escalate when needed. The role focuses on delivering expert client care, adhering to service levels, and resolving a range of issues for clients and partners.

The position requires multitasking across multiple systems, strong communication skills, and the ability to navigate complex scenarios