Senior Customer Experience & Solutions Specialist

Bank of America; Fort Worth (TX); On-site; USD 25,000 - 30,000; Full time

Job summary

Bank of America is seeking a Customer Care Specialist within the National Service & Solutions call center. You will support Consumer and Small Business Deposit products, handle account maintenance, and resolve inquiries with precision and care.

The role emphasizes active listening, problem solving, and clear communication across multiple systems to deliver quality client experiences within established service levels.

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.

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

Job description

Bank of America is seeking a Customer Care Specialist within the National Service & Solutions call center. You will support Consumer and Small Business Deposit products, handle account maintenance, and resolve inquiries with precision and care.

The role emphasizes active listening, problem solving, and clear communication across multiple systems to deliver quality client experiences within established service levels.