Senior Customer Service Specialist, Estate Servicing Operations
Company: Disability Solutions
Location: Phoenix
Posted on: May 8, 2024
Job Description:
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. Responsible Growth is how we run our company and
how we deliver for our clients, teammates, communities and
shareholders every day.One of the keys to driving Responsible
Growth is being a great place to work for our teammates around the
world. We're devoted to being a diverse and inclusive workplace for
everyone. We hire individuals with a broad range of backgrounds and
experiences and invest heavily in our teammates and their families
by offering competitive benefits to support their physical,
emotional, and financial well-being.Bank of America believes both
in the importance of working together and offering flexibility to
our employees. We use a multi-faceted approach for flexibility,
depending on the various roles in our organization.Working at Bank
of America will give you a great career with opportunities to
learn, grow and make an impact, along with the power to make a
difference. Join us!Job Description:This job is responsible for
handling complex or escalated calls from customers or internal
partners providing service delivery. Key responsibilities include
performing routine and complex account maintenance, solving
problems, investigating a range of issues and requests that require
gathering information, setting expectations, and working with other
support organizations to fulfill the request. Job expectations
include adhering to established Service Level Agreements and
handling escalated issues by navigating the bank while mastering
multiple systems to resolve customer requests.Specialized Servicing
& Fulfillment Operations (SSFO) organization delivers high quality
care for clients experiencing difficult life events and for complex
situations involving high risks, multiple products and unique
client needs. SSFO uses a call center/contact center structure to
engage with external clients and Financial Centers all over the
country. Within SSFO, teams of Senior Customer Service Specialists
directly interacts with clients, estate beneficiaries and executors
to deliver seamless client care during estate settlement processes.
These clients have experienced the death of a loved one and are
actively settling their accounts according to provisions in wills,
bank documents/forms and applicable state laws.During every phone
interaction, a Senior Customer Service Specialist:
- Delivers a positive client experience based on enterprise
Client Care pillars - Take Ownership, Act with Empathy, Make it
Easy, Get it Right and provides the extra compassion, patience,
kindness and sensitivity needed during this difficult life
event
- Gains a full understanding of the client's perspective and
needs with inquisitive conversation while simultaneously showing
empathy, compassion and demonstrates ownership of the client's
servicing request(s)
- Gains a full understanding of the Bank's options for meeting
the client's needs by researching the client's full bank
relationship and product/procedure reference material using
multiple systems
- Provides a recommended course of action that is compliant with
all guidelines and in the client's best interest
- Maintains adherence to service level agreements and all laws,
rules and regulations
- A desire to advocate for internal/external clients to meet and
exceed their expectations (Customer focus)
- Ability to show a genuine concern for people, their needs, and
their perspectives with voice tone, word selection, and listening
(Empathy & Compassion)
- Interpersonal verbal communication skills that build rapport
and trust demonstrate confidence and ownership, deliver information
in an easy to understand manner, and clearly articulate why a
solution is the best course of action
- Interpersonal written communication skills to accurately
document activity in proper business writing
- Ability to breakdown complex problems into sequential
priorities and then select solutions to resolve the entire problem
(Analytical, critical and design thinking)
- Seeks opportunities to improve depth/breadth of knowledge and
personal performance (Desire to learn)
- Ability to leverage multiple software applications to execute
an intricate process
- Ability to remain current with iterative software and process
updates
- Understands this is a call center environment with a high
frequency of call volumeExperience 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, 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
- Communication strategies for clarifying information or
de-escalating a situationResponsibilities:
- Answers phone calls within a specified service level
- Engages with customers by initiating conversation, building
rapport, handling objections, and explaining complex problems
- Researches accounts and performs account maintenance
- Documents call interactions with precision
- Analyzes and resolves customer inquiries while providing a
positive customer experience through creative solutions
- Adapts to ongoing change and learns new technology and
processes
- Receives ongoing feedback and coaching to drive performance
improvementsSkills:
- 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
- NegotiationMinimum Education Requirement: High School Diploma /
GED / Secondary School or equivalentShift:1st shift (United States
of America)Hours Per Week: 40
Keywords: Disability Solutions, Surprise , Senior Customer Service Specialist, Estate Servicing Operations, Hospitality & Tourism , Phoenix, Arizona
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