Senior Customer Service Representative

2 weeks ago


Thousand Oaks, California, United States Bank of America Full time

Position Title: Senior Customer Service Representative

Location: Westlake Village, California

Company Overview:

At Bank of America, we are committed to enhancing financial lives through meaningful connections. Our approach to Responsible Growth emphasizes the importance of fostering a supportive and inclusive environment for our employees. We prioritize diversity and invest in our workforce by providing competitive benefits that cater to their overall well-being.

We believe in the power of collaboration while also offering flexibility tailored to various roles within our organization.

Role Overview:

The National Service & Solutions division is a dedicated contact center within Global Operations, focusing on high-risk and complex service requests. As a Senior Customer Service Representative, you will play a crucial role in assisting both Consumer and Small Business Deposit clients with problem resolution and escalation support. Your responsibilities will include:

  • Conducting routine and intricate account maintenance.
  • Investigating a variety of issues and requests, gathering necessary information, and setting clear expectations.
  • Collaborating with other support teams to fulfill client requests while delivering exceptional service.
  • Adhering to established Service Level Agreements and effectively managing escalated issues.

Key Responsibilities:

  • Respond to incoming calls within designated service levels.
  • Utilize effective communication techniques to ensure a positive client experience.
  • Engage clients by initiating discussions, building rapport, and addressing concerns.
  • Research and perform necessary account maintenance.
  • Document all client interactions accurately.
  • Analyze and resolve customer inquiries while providing creative solutions.
  • Adapt to ongoing changes and learn new technologies and processes.
  • Receive continuous feedback and coaching to enhance performance.

Qualifications:

Required:

  • Strong attention to detail.
  • Ability to multitask and navigate multiple systems simultaneously.
  • Experience in client interaction.

Desired:

  • Familiarity with banking products and services.
  • Previous call center experience is preferred.
  • Experience in handling client complaints and providing effective resolutions.

Essential Skills:

  • Active Listening
  • Attention to Detail
  • Critical Thinking
  • Decision Making
  • Oral and Written Communication
  • Conflict Management
  • Problem Solving
  • Research Skills
  • Customer Service Management
  • Client Focus

Shift: 1st shift (United States of America)

Hours Per Week: 40

Bank of America is an equal opportunity employer. We consider qualified candidates for employment without regard to race, religion, gender, sexual orientation, national origin, or any other factor prohibited by law. We are committed to creating a diverse and inclusive workplace.



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