Sr Cust Serv Specialist

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 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: 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 multi task 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: • Attention to Detail • Critical Thinking • Written Communications • Customer and Client Focus Shift: 1st shift (United States of America) Job Description: ABOUT US: 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 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: 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 multi task 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 • Recording/Organizing Information • Conflict Management • Problem Solving • Research • Written Communications • Customer Service Management • Customer and Client Focus Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - CA - Westlake Village - 31303 Agoura Rd - 31303 Agoura Road (CA6917)Pay and benefits informationPay range$23.00 - $30.91 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. About Us Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Regardless of the position you are interested in, the starting points to building your resume are the same: 1.Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2.Think about why you can do the job and make a list of your skills that are relative to the job. 3.Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4.Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume •Do be brief. Resumes should be 1-2 pages in length. •Do be upbeat and active in your wording. •Do emphasize what you have done clearly and concretely. •Do be neat and well organized. •Do have others proofread and critique your resume. Spell check. Make it error free. •Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. •Don't be dishonest, always tell the truth about yourself in the most flattering light. •Don't include salary history or requirements. •Don't include references. •Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) •Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1.Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2.Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3.Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4.Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5.Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6.Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7.Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. #J-18808-Ljbffr