Sr Cust Serv Specialist

Bank of America; Phoenix (AZ); On-site; USD 36,000 - 45,000; Full time

Job summary

Bank of America in the United States is seeking a customer service professional who advocates for clients, delivers empathetic and clear communication, and resolves complex issues. The role emphasizes listening, written and verbal skills, and the ability to document activity accurately.

It requires adaptability to shift needs and a client-first mindset. The position operates on a 1st shift, 40 hours per week, with a focus on delivering value to clients, teammates, and communities while

Qualifications

• Minimum education: high school diploma or equivalent.
• Strong customer focus and empathy in client interactions.
• Excellent communication and organizational skills.
• Ability to handle multiple software applications during processes.

Skills

Active Listening

Attention to Detail

Critical Thinking

Decision Making

Oral Communications

Recording/Organizing Information

Conflict Management

Problem Solving

Research

Written Communications

Customer Service Management

Customer and Client Focus

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!

Requirements

• A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and clearly articulate why a solution is the best course of action
• Interpersonal written communication skills to accurately document activity in proper business writing
• Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
• Ability to leverage multiple software applications to execute an intricate process
• Ability to remain current with iterative software and process updates
• Ability to work Saturday hours as required

Desired

• 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.
• 1-2 years of experience in the Banking/Financial Industry
• Basic understanding of banking product and operations
• Basic understanding of estate settlement
• Communication strategies for clarifying information or de-escalating a situation

Skills

• Active Listening
• Attention to Detail
• Critical Thinking
• Decision Making
• Oral Communications
• Recording/Organizing Information
• Conflict Management
• Problem Solving
• Research
• Written Communications
• Customer Service Management
• Customer and Client Focus

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