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Sr Service Specialist - Card Digital Services

Jacksonville, Florida

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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!

Enterprise Job Description:

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.

LOB Job Description:

This is a front-line technical servicing position responsible for providing excellent technical support to our clients and internal business partners via telephone. They will need to utilize analytical and problem-solving skills, as well as excellent communication skills to ensure that we maintain a strong relationship with our global clients.

Responsibilities:

+ Providing technical support to our clients via telephone in support of queries relating to a variety of card-based systems, managing through to resolution with both internal and 3rd party vendor teams.

+ Possessing a passion and urgency to serve our clients and operate as a client advocate

+ Researching problems, investigating technical errors, and troubleshooting complex queries for clients.

+ Assisting Clients with running and building reports and helping to reconcile financial data inconsistencies.

+ Being consistently focused on delivering quality responses with customer service and adherence to bank policies and procedures at the front of mind.

+ Working independently with strong organizational skills to overcome challenges with requests and ensures our clients’ needs are satisfied

+ Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience

+ Leveraging industry and product expertise to deepen client relationships and mitigate risk throughout the servicing process.

+ Works collaboratively with other teams to resolve client issues.

+ Identifies and escalates risks and issues when necessary.

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Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone and email channel with an in depth understanding of self service applications used by clients.

**Requirements:** ​

+ Commercial card experienceor 1-2 years Banking/Financial industry experience.

+ Client facing experience

+ Excellent verbal & written communication skills

+ Strong problem solving & analytical skills

+ Positive & willing to learn approach

+ Ability to convey a professional, courteous, and positive attitude when dealing with clients and internal business partners

+ Self-motivated and results-oriented

+ Must have active listening skills

+ Must have critical thinking skills

+ Multitasking (i.e. ability to navigate multiple computer systems while interacting with the customer)

+ Experience with Microsoft Office Suite products like Microsoft Outlook, **Microsoft Excel** , Microsoft PowerPoint, Microsoft Word

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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.

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.