Sr Cust Service Specialist - Year Up

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!

Job Description:
This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. 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. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.

Responsibilities:

• Answers phone calls within a specified service level
• Engages with customers by initiating conversation, building rapport, handling objections, and explaining complex problems
• 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:

• 1+ years of experience handling difficult situations with customers
• 1+ years of Banking/Financial industry experience
• 1+ years of customer service/call center experience
• Proven effective data entry skills in order to perform account maintenance and document call interactions with precision
• Ability to navigate multiple computer systems while interacting with the customer
• Effective interpersonal and verbal communication skills including the ability to build rapport and trust, demonstrate confidence and ownership, deliver information in an easy to understand manner and clearly articulate why a solution is the best course of action
• Effective written communication skills with the ability to accurately document activity using proper business writing

Skills:

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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Required Background

Must be a current Year Up intern

Shift:
1st shift (United States of America)

Hours Per Week:
40