Sr. Service Specialist

Job title: Sr. Service Specialist in Phoenix, AZ at Bank of America
Company: Bank of America
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 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!Job Description:
This Sr. Service Specialist will be 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.LOB Job Description:​​First point of contact for inquiries received from high revenue clients via email channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests and responding by email or phone. Requests consist of treasury, cash management, card and/or depository products. May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support​​Responsibilities:​Receives and responds to client and partner requests received by email, phone, chat or workflow systemEngage with customers, begin a conversation, build rapport, handle objections,Analyzes, researches and resolves issues raised by clients ensuring client satisfaction by providing a positive customer experience through creative solutionsDrives resolution of client issues with internal, technical and/or product partners, ensuring processes are integratedEducates clients on tools and champions digital adoptionComfortable with ongoing change and learning new technology/processesComfortable receiving ongoing performance feedback and coaching​​Requirements:​1+ years of transactional customer service work experience in the industry.1+ years of experience handling difficult situations with customers.Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communicationsComfortable receiving ongoing performance feedback and coaching.Ability to engage with customers, begin a conversation, build rapport, and handle objections.Comfortable receiving ongoing performance feedback and coaching.Comfortable with ongoing change and learning new technology/processes.​Excellent time management and prioritization skills, with ability to meet deadlines under pressure.​Other Qualifications:1-2 years of experience in the Banking/Financial industry1-3 years experience in a call center environment​Shift: 1st shift (United States of America)Hours Per Week: 40
Expected salary:
Location: Phoenix, AZ
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