Sr. Cust Serv Specialist

Socket.dev; Fort Worth (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Bank of America is seeking a Bank of America National Service & Solutions specialist to handle Consumer and Small Business Deposit product issues and escalations. You will maintain accounts, investigate inquiries, and ensure service level agreements are met.

The role emphasizes accurate documentation, cross-system navigation, and delivering expert client care in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• Strong attention to detail and multitasking across multiple systems.
• Experience with client interaction; call center experience preferred.

Responsibilities

• Answer phone calls within service levels and provide thorough service.
• Engage clients, build rapport, handle objections, and explain complex scenarios.
• Research accounts, perform account maintenance, and document interactions accurately.
• Analyze inquiries and resolve issues with positive customer experience.
• Adapt to change and learn new technology and processes.
• Receive coaching and feedback to improve performance.

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

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.

Responsibilities:

During every chat interaction, a specialist:

• 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

Required Qualifications:

• Strong attention to detail
• Ability to multitask and navigate multiple systems at once
• Experience with client interaction

Desired Qualifications:

• Knowledge of bank products and services
• Call center experience preferred
• Experience with handling client complaints and providing appropriate solutions to ensure resolution.

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

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40