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 researching and handling highly sensitive client account concerns that have been escalated through high risk channels within the contact center. Key responsibilities include performing routine and complex account maintenance and research, navigating multiple systems and solving problems, and providing exceptional service and a seamless experience to clients. Job expectations include investigating a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests.

Responsibilities:

• Researches and handles escalated and high risk issues and client complaints by successfully navigating the organization and multiple systems to resolve requests within corporate policy guidelines and in compliance with all federal and state regulations and policies
• Performs account-related transactions and provides first call resolution on complex inquiries, requests, and problems related to client concerns
• Works cross-functionally with other teams to ensure the delivery of a comprehensive client experience
• Responds promptly to client inquiries, resolves issues efficiently, and conducts follow ups to ensure client satisfaction
• Serves as a liaison between clients and upper management when communicating and resolving complaints and issues
• Assists clients effectively by applying knowledge of the bank's products and services
• Adheres to established policies, procedures, and standards when
• investigating and resolving a wide variety of issues and requests

Required Qualifications:

• 1+ yrs. experience in Credit Assistance
• Problem Solving
• Critical Thinker
• Self-sufficient in Solution Center/procedure navigation
• Time management
• Ability adhere to strict deadlines
• Ability to work in ever changing environment
• Excellent verbal and written communication skills

• Must have the ability to navigate multiple computer systems while interacting with the customer

• Achieves quality standards and meets key performance indicators

Desired Qualifications:

• Bilingual
• Experience in RSAM, DEFI,Pega, UCRS/NEXT GEN, WAVE, CQC, Synergy, DEBT Manager, RMS, CSSM, BASS,
• Experience using NICE/Nexidia
• Familiar with Third Party Vendor Processes

Skills:

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Oral Communications
• Account Management
• Active Listening
• Attention to Detail
• Planning
• Problem Solving
• Adaptability
• Client Experience Branding
• Client Management
• Prioritization
• Written Communications

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

Shift:

Hours Per Week: