Senior Customer Service Specialist, Estate Servicing Operations

1-2 yrs required

Full-time

No

Job Title: Senior Customer Service Specialist, Estate Servicing Operations
Experience: 1+ years in client service setting, 1-2 years in banking/financial industry, prior experience in estate settlement or paralegal role
Salary: Competitive, based on experience and qualifications
Location: Phoenix, Arizona
Department: Specialized Servicing & Fulfillment Operations (SSFO)

Responsibilities:
- Handle complex or escalated calls from customers or internal partners in a service delivery role
- Perform routine and complex account maintenance, solve problems, and investigate issues and requests
- Adhere to established Service Level Agreements and handle escalated issues by navigating the bank and mastering multiple systems
- Deliver high quality care for clients experiencing difficult life events and complex situations involving high risks and multiple products
- Interact with clients, estate beneficiaries, and executors to deliver seamless client care during estate settlement processes
- Gain a full understanding of the client's perspective and needs through inquisitive conversation and show empathy, compassion, and ownership of the servicing request
- Provide a recommended course of action that is compliant with guidelines and in the client's best interest
- Maintain adherence to service level agreements and all laws, rules, and regulations
- Advocate for internal/external clients and exceed their expectations
- Continuously seek opportunities to improve knowledge and personal performance
- Leverage multiple software applications to execute intricate processes
- Remain current with software and process updates
- Understand the call center environment and handle a high frequency of call volume

Skills:
- Active listening
- Attention to detail
- Critical thinking
- Decision making
- Oral and written communication
- Conflict management
- Problem solving
- Record-keeping and organization
- Research
- Customer service management
- Customer and client focus
- Issue management
- Negotiation

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Job Expectations:
- Follow enterprise Client Care pillars: Take Ownership, Act with Empathy, Make it Easy, Get it Right
- Provide extra compassion, patience, kindness, and sensitivity during difficult life events
- Gain a full understanding of the Bank's options for meeting client's needs
- Communicate in a clear and easy to understand manner
- Breakdown complex problems and select solutions to resolve the entire problem
- Adapt to ongoing change and learn new technology and processes
- Receive ongoing feedback and coaching to drive performance improvements

Shift: 1st shift (United States of America)
Hours Per Week: 40

Company: Bank of America
Job ID: JR-24017154
Location: Phoenix, Arizona
Department: Specialized Servicing & Fulfillment Operations (SSFO)

Salary Information: Competitive, based on experience and qualifications

Job Title: Senior Customer Service Specialist, Estate Servicing Operations

Experience:
- 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, call center or financial center, etc.
- 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

Apply now to join Bank of America and be a part of a company that is dedicated to Responsible Growth and creating a diverse and inclusive workplace for all employees. With opportunities for learning, growth, and making a positive impact, Bank of America is the perfect place to build a successful career.

Not mentioned

Competitive benefits package including health, dental, and vision insurance, retirement savings plan, and paid time off.

Not mentioned

Active Listening, Attention to Detail, Critical Thinking, Decision Making, Oral and Written Communication, Conflict Management, Problem Solving, Record Keeping, Research, Customer Service Management, Customer and Client Focus, Issue Management, Negotiation

High School Diploma / GED / Secondary School or equivalent

Interested candidates can apply online through the company's website or job portal.

Qualification and Experience High School Diploma or equivalent

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