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Sr. Service Specialist - CashPro & Technical Service Center

Phoenix, Arizona

To proceed with your application, you must be at least 18 years of age.

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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!

LOB Job Description:

•First point of contact for inquiries received from high revenue clients via phone and/or chat channels. Responsible for reading, analyzing, troubleshooting and/or determining appropriate handling and resolution of requests. Requests consist of treasury cash management, card and/or depository products. Work with internal business partners to provide resolution to client inquiries, issues, and/or technical support

This job is 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.

Responsibilities:

+ ​Respond to clients and internal business partners requests received by phone and/or chat.

+ Provides resolution for requests received via phone and/or chat.

+ Conduct research and respond to clients and be able answer questions and inquiries.

+ Utilize the various bank systems to support clients requests.

Required Qualifications:

+ ​1+ years of experience working with customers.

+ 1-3 years of experience working in a call center.​​​ **(Highly Desired)**

+ 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.

+ Comfortable with consistent back-to-back interaction with clients and internals business partners

+ 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 Qualifications:

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

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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.