4CThomas, Gareth

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. Added by Balaji Gummanoor_2404 Updated by QA on 2704

Job Description:
This job is responsible for resolving complex escalated customer calls. Key responsibilities include answering calls, faxes, and emails that may be non-routine and require deviation from standard screens, scripts and procedures, and applying knowledge of the organization, products, and/or services.

Responsibilities:

• Manages escalated and complex customer calls with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Answers inquiries on basic banking services including account balances, interest rates, fees, and provides transaction explanations
• Adheres to established policies, procedures, and standards when resolving a wide variety of issues and requests that include gathering additional information and setting expectations with the customer
• Applies an understanding of the importance of excellent customer service through conflict and query resolutions
• Maintains an understanding of the bank's products and service offerings and informs cardholders of the latest updates and changes as they relate to the use of corporate cards and various platforms to access account data

Skills:

• Active Listening
• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Client Experience Branding
• Client Management
• Customer Service Management
• Prioritization

Shift:

Hours Per Week: