Senior Banking Support Specialist — Customer Care & Resolution

ALPFA Baltimore Chapter; Fort Worth (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Bank of America in Fort Worth, TX is seeking a Sr. Customer Service Specialist to provide expert client care in a high-volume call center.

You will handle Consumer and Small Business Deposit product questions, perform routine account maintenance, and escalate issues as needed. You will navigate multiple systems, document interactions precisely, and strive to resolve inquiries with creative solutions while meeting service level expectations.

Qualifications

• Strong attention to detail and multitasking across multiple systems.
• Experience with client interaction and call center environments.
• Schedule includes 10:30am-7pm CST Tuesday-Saturday.

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

Issue Management

Negotiation

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in Fort Worth, TX is seeking a Sr. Customer Service Specialist to provide expert client care in a high-volume call center.

You will handle Consumer and Small Business Deposit product questions, perform routine account maintenance, and escalate issues as needed. You will navigate multiple systems, document interactions precisely, and strive to resolve inquiries with creative solutions while meeting service level expectations.