Sr. Customer Service Specialist/ NS&S

Sr. Customer Service Specialist/ NS&S

12 Sep 2024
Arizona, Phoenix 00000 Phoenix USA

Sr. Customer Service Specialist/ NS&S

Vacancy expired!

Job Description:Handles complex or escalated calls from customers or internal partners providing seamless delivery of service. Performs routine and complex account maintenance. Handles inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Adheres to established service level agreements. Handle escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests. Accountable for the successful resolution of all customer requests. May involve placing the customer in the appropriate product or service. This role is differentiated from job code CD009 due to additional skill sets which may include, but are not limited to: the ability to work independently and coach less experienced associates. Typically requires 2-3 years of call center or banking center experience.Required skills:

1+ years of experience working with customers.

1+ years of experience handling difficult situations with customers.

Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications

Comfortable 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.

Ability to analyze and resolve customer inquiries.

Ability to provide a positive customer experience through creative solutions.

At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer.

Desired skills:

1-2 years of experience in the Banking/Financial industry.

1-3 years of experience working in a call center.

Posting Date : 09/12/2019Location :Phoenix, AZ, SOUTH MOUNTAIN BLDG, 1825 E BUCKEYE RD,

United States

Travel : NoFull / Part-time : Full timeHours Per Week : 40Shift : 1st shiftAssistance for Applicants with DisabilitiesBank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .Diversity & InclusionAt Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.Frequently Asked QuestionsNeed to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.

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Job Details

  • ID
    JC2699192
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Bank of America
  • Date
    2019-09-13
  • Deadline
    2019-11-11
  • Category

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