Complaint Servicing Specialist

Full-time

Bank of America ATM

Newark, DE

:
:
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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
: This job is responsible for researching and handling highly sensitive client account concerns that have been escalated through high risk channels within the contact center. Key responsibilities include performing routine and complex account maintenance and research, navigating multiple systems and solving problems, and providing exceptional service and a seamless experience to clients. Job expectations include investigating a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests.
Responsibilities:
Researches and handles escalated and high risk issues and client complaints by successfully navigating the organization and multiple systems to resolve requests within corporate policy guidelines and in compliance with all federal and state regulations and policies
Performs account-related transactions and provides first call resolution on complex inquiries, requests, and problems related to client concerns
Works cross-functionally with other teams to ensure the delivery of a comprehensive client experience
Responds promptly to client inquiries, resolves issues efficiently, and conducts follow ups to ensure client satisfaction
Serves as a liaison between clients and upper management when communicating and resolving complaints and issues
Assists clients effectively by applying knowledge of the bank's products and services
Adheres to established policies, procedures, and standards when investigating and resolving a wide variety of issues and requests
Skills:
Critical Thinking
Customer and Client Focus
Decision Making
Oral Communications
Account Management
Active Listening
Attention to Detail
Planning
Problem Solving
Adaptability
Client Experience Branding
Client Management
Prioritization
Written Communications
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Required Background
Must be a current Year Up intern with Bank of America
Shift:
1st shift (United States of America)
Hours Per Week:
40

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Vacancy posted 1 day ago

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