Req 5 NYC - RHB Test - July 14

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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: