Sr Service Specialist - Card Digital Services

Bank Of America Treasury Services Representative

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 servicing inquiries 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.

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 resolving 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.
• Working collaboratively with other teams to resolve client issues.
• Identifying and escalating risks and issues when necessary.

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 experience or 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.

Shift: 1st shift (United States of America)

Hours Per Week: 40