Sr Service Specialist

Bank of America Corporation; Jacksonville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Bank of America Corporation in the United States is seeking a customer service professional to service Treasury clients by phone, email, or online channels, resolving inquiries related to treasury, cash management, card, merchant and depository products.

You will partner with Sales, Relationship Managers, Product, Compliance and Operations to provide timely resolution and excellent service, reading and analyzing requests, and delivering accurate answers.

Qualifications

• 1+ years of experience in call center or customer service.
• 1+ years handling difficult situations with customers.
• Intermediate proficiency in written and verbal communications.
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable with ongoing change and learning new technology/processes.
• 1-2 years of experience in the Banking/Financial industry.

Responsibilities

• Responds to client and partner requests received by email, phone, chat, or workflow system.
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures.
• Deepens relationships with business partners and clients through quality customer service and responsiveness.
• Conducts research using various bank systems to enable response to client questions and inquiries.
• Receive and respond to requests received by email.
• Provides resolution for requests received via email.
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight.
• Conduct limited research and respond to client and be able answer questions and inquiries.
• Utilize the various bank systems to support clients requests.

Skills

Analytical thinking

Claims management

Customer focus

Oral communications

Written communications

Account management

Adaptability

Attention to detail

Critical thinking

Problem solving

Active listening

Coaching

Collaboration

Executive presence

Stakeholder management

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.

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.

This job is responsible for servicing inquiries received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

LOB Job Description

First point of contact for inquiries received from high revenue clients via phone/chat/email channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests. Requests consist of treasury, cash management, card and/or depository products. May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support

Responsibilities

• Responds to client and partner requests received by email, phone, chat, or workflow system
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures
• Deepens relationships with business partners and clients through quality customer service and responsiveness
• Conducts research using various bank systems to enable response to client questions and inquiries

LOB Job Responsibilities

• Receive and respond to requests received by email
• Provides resolution for requests received via email
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight
• Conduct limited research and respond to client and be able answer questions and inquiries
• Utilize the various bank systems to support clients requests.

LOB Required Qualifications

• 1+ years of experience working with customers in call center or customer service environment
• 1+ years of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications.
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.

Desired Qualifications

• Ability to juggle multiple systems while engaging the client on phone and delivering great client experience
• 1-2 years of experience in the Banking/Financial industry.

Skills

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

Shift

1st shift (United States of America)

Hours Per Week

40