Sr. Cust Serv Specialist

Bank of America; Fort Worth (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Bank of America in Fort Worth, Texas is seeking a customer service specialist to support Consumer and Small Business Deposit product issues and escalation. The role focuses on accurate account maintenance, problem solving, and delivering expert client care across multiple systems while meeting service levels.

Ideal candidates bring strong attention to detail, multitasking ability, and prior client interaction experience; a High School Diploma or GED is required.

Qualifications

• Strong attention to detail and multitasking across multiple systems.
• Experience with client interaction and delivering professional service.
• Ability to research accounts and document interactions accurately.

Responsibilities

• Answers phone calls within service levels.
• Provides thorough service using language techniques to ensure positive client experience.
• Engages clients, builds rapport, handles objections, and explains complex scenarios.
• Researches accounts and performs account maintenance.
• Documents call interactions with precision.
• Analyzes and resolves customer inquiries with a positive experience.
• Adapts to change and learns new technology and processes.
• Receives ongoing feedback to drive performance improvements.

Skills

Active Listening

Attention to Detail

Critical Thinking

Communication

Education

High School Diploma / GED

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!

Job Description: 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 Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency