Sr Service Specialist

94-1687665 Bank of America, National Association; Jacksonville (FL); On-site; USD 40,000 - 50,000; Full time

Job summary

Bank of America is seeking a Treasury Client Services professional to handle inquiries from clients via phone, email, or online channels, ensuring accurate resolution and high-quality service.

The role requires coordinating with Sales & Relationship Managers, Product Managers, Compliance and Operations to resolve inquiries and provide technical support. Strong communication skills and 1+ year of customer-facing experience are essential.

Qualifications

• 1+ year of experience working with customers.
• 1+ year of experience handling difficult situations with customers.
• Intermediate proficiency in written and verbal communications (grammar and spelling).
• Strong organizational and time-management skills with ability to manage multiple priorities.

Responsibilities

• Responds to client and partner requests received by email, phone, chat, or workflow system.
• Performs QA to ensure high risk processes follow procedures.
• Deepens relationships with business partners and clients through quality service.
• Conducts research using bank systems to respond to client questions and inquiries.
• Engages with internal teams to provide resolution to client inquiries.

Skills

Analytical Thinking

Customer and Client Focus

Oral Communications

Written Communications

Account Management

Adaptability

Quality Assurance

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.

Join us!

Job Description

This job is responsible for servicing inquires 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.

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 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 Requirements

• 1+ years of experience working with customers.
• 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
• Strong organizational and time-management skills, with the ability to shift between multiple priorities, and maintain a high level of accuracy
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Ability to navigate multiple computer systems while interacting with the customer.

Desired Skills

• 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

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

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!