Sr Service Specialist - Card Servicing_

Jacksonville

Sr Service Specialist - Card Servicing

Jacksonville, Florida

**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!

**Line of Business Job Description:**

Responsible for day to day servicing of Commercial and Large Corp Card clients, varying in complexity. Provides servicing assistance related to general inquiries and research related requests.

**Job Description:**

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

**Responsibilities:**

+ Responds to client and partner requests received by email, phone, chat, or workflow system

+ Performs Quality Assurance to ensure high risk processes are completed according to written procedures

+ Deepens relationships with business partners and clients through quality customer service and responsiveness

+ Conducts research using various bank systems to enable response to client questions and inquiries

+ Service and support of simple and complex requests/inquiries from external clients via phone channel with an in depth understanding of Commercial Card products used by clients

**Required Qualifications:**

+ 2+ years previous experience working directly with clients in a Call Center environment.

+ Self-starter and independent worker, ability to work with minimum supervision.

+ Must have excellent written communication skills with demonstrated client focus.

+ Superior follow through and initiative.

+ Highly organized, adapt at time management, and problem/solving/analytical.

+ Advanced skills within Microsoft applications.

+ Must be client focused, a team player, with effective communication skills and professionalism through use of proper phone etiquette.

+ Ability to exercise good judgement and sound-decision making skills a must.

+ Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.

+ Ability to work in fast- paced, team environment.

+ Microsoft Office, Excel proficiency.

**Desired Qualifications** :

+ Exercises judgment and discretion with respect to client escalations and problem resolution.

+ Experience in Commercial Card Servicing.

+ Sharp desk and time management skills.

+ Works well in a team environment.

+ Call center experience.

**Skills** :

+ Analytical Thinking

+ Claims Management

+ Customer and Client Focus

+ Oral Communications

+ Written Communications

+ Account Management

+ Adaptability

+ Attention to Detail

+ Critical Thinking

+ Problem Solving

+ Active Listening

+ Coaching

+ Collaboration

+ Executive Presence

+ Stakeholder Management

**Shift:**

1st shift (United States of America)

**Hours Per Week:**

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (ol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (ol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .