Senior Customer Service Specialist, Estate Servicing Operations

1-2 yrs required

Full-time

No

Salary: $40,000 - $60,000

Senior Customer Service Specialist, Estate Servicing Operations - Phoenix, Arizona

Experience required:

- 1+ years of experience working with clients and handling difficult client situations in a service setting, such as banking, call center, or financial center
- 1-2 years of experience in the banking/financial industry
- Basic understanding of banking products and operations
- Basic understanding of estate settlement
- Prior experience working in an estate settlement capacity or previous paralegal experience

Responsibilities:

- Answering phone calls within a specified service level
- Engaging with customers by initiating conversation, building rapport, handling objections, and explaining complex problems
- Researching accounts and performing account maintenance
- Documenting call interactions with precision
- Analyzing and resolving customer inquiries while providing a positive customer experience through creative solutions
- Adapting to ongoing change and learning new technology and processes
- Receiving ongoing feedback and coaching to drive performance improvements

Skills:

- Active listening
- Attention to detail
- Critical thinking
- Decision making
- Oral communications
- Conflict management
- Problem solving
- Recording/organizing information
- Research
- Written communications
- Customer service management
- Customer and client focus
- Issue management
- Negotiation

Education Requirement:

Shift: 1st shift (United States of America)

Hours Per Week: 40

Salary: $40,000 - $60,000

H1: Senior Customer Service Specialist, Estate Servicing Operations - Phoenix, Arizona

H2: Join the Bank of America Team for a Fulfilling Career in Customer Service

At Bank of America, our purpose is to help make financial lives better through the power of every connection. We believe in Responsible Growth and strive to create a diverse and inclusive workplace for all teammates. As a Senior Customer Service Specialist in our Specialized Servicing & Fulfillment Operations (SSFO) organization, you will have the opportunity to make a difference in the lives of clients experiencing difficult life events and complex situations involving high risks and multiple products.

Key Responsibilities:

- Handle complex or escalated calls from customers or internal partners, providing excellent service delivery
- Perform routine and complex account maintenance, problem-solving, and investigation of issues and requests
- Gather information, set expectations, and work with other support organizations to fulfill requests
- Adhere to established Service Level Agreements and handle escalated issues by navigating the bank and mastering multiple systems
- Interact directly with clients, estate beneficiaries, and executors to deliver seamless client care during estate settlement processes
- Provide compassionate, patient, and sensitive support to clients experiencing the death of a loved one
- Gain a full understanding of the client's perspective and needs through inquisitive conversation and empathy
- Research the client's full bank relationship and product/procedure reference material using multiple systems
- Provide compliant recommendations that are in the client's best interest
- Maintain knowledge of all laws, rules, and regulations related to the role
- Advocate for internal/external clients and exceed their expectations

Qualifications:

- 1+ years of experience in a service setting, such as banking, call center, or financial center
- 1-2 years of experience in the banking/financial industry
- Basic understanding of banking products and operations
- Basic understanding of estate settlement
- Prior experience in estate settlement or paralegal work preferred
- Excellent communication skills, both verbal and written
- Ability to handle difficult client situations with empathy and compassion
- Strong analytical, critical thinking, and problem-solving skills
- Desire to continuously learn and improve performance
- Proficient in using multiple software applications
- Willingness to adapt to ongoing changes and learn new technology and processes

Education Requirement:

Shift: 1st shift (United States of America)

Hours Per Week: 40

Salary: $40,000 - $60,000

Join the Bank of America team as a Senior Customer Service Specialist in Phoenix, Arizona and make a positive impact in the lives of clients during difficult life events.

Responsibilities:

- Answer phone calls within a specified service level
- Engage with customers by building rapport, handling objections, and explaining complex problems
- Research accounts and perform account maintenance
- Document call interactions with precision
- Analyze and resolve customer inquiries with creative solutions
- Adapt to ongoing change and learn new technology and processes
- Receive ongoing feedback and coaching to improve performance

Skills:

- Active listening
- Attention to detail
- Critical thinking
- Decision making
- Oral and written communication
- Conflict management
- Problem solving
- Recording and organizing information
- Research
- Customer service management
- Customer and client focus
- Issue management
- Negotiation

Education Requirement:

Shift: 1st shift (United States of America)

Hours Per Week: 40

Salary: $40,000 - $60,000

None specified.

Competitive benefits package

None specified.

Active Listening, Attention to Detail, Critical Thinking, Decision Making, Oral Communications, Conflict Management, Problem Solving, Recording/Organizing Information, Research, Written Communications, Customer Service Management, Customer and Client Focus, Issue Management, Negotiation.

High School Diploma / GED / Secondary School or equivalent.

Submit an application through the Bank of America website.

Qualification and Experience High School Diploma / GED / Secondary School or equivalent

Legal