Bank of America Treasury F&S SrSpec-Service, Global Commercial Card – 2nd shift, Bilingual English & Portuguese in Brea, California
Position located on-site in Brea, CA
Line of Business Description: This position supports Global Commercial Card clients via phone channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests, while providing exceptional customer service. Requests consist of treasury commercial card products. May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support. Employee must possess the ability to navigate through multiple online reference materials for validation of process and procedures when needed. The employee will receive ongoing performance coaching that must be incorporated into future customer interactions. The employee will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. This is aninbound contact center rolethat requires advisors to verbally interact with clients up to 100% of their shift, with structured breaks.
Enterprise Description: Role Overview - First point of contact for inquiries received from high revenue clients via email or phone channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests. Requests consist of treasury, cash management, card and/or depository products. May work with internal business partners to provide resolution to client inquiries, issues, and/or technical support.
Key Responsibilities - Receive and respond to requests received by email or phone; Provides resolution for requests received via phone or email; Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight; Conduct limited research and respond to client and be able answer questions and inquiries; Utilize the various bank systems to support clients requests.
Required Skills and Experience
Must be fluent (both verbal & written) in English and Portuguese
3-5 years Customer Service experience
Ability to provide a positive customer experience through creative solutions.
Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
Comfortable with ongoing change and learning new technology/processes.
Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications.
Ability to positively build a report with customers and handle objections.
Comfortable receiving ongoing performance feedback and coaching Desired Skills and Experience
A minimum of 1 – 3 years of experience in a call center environment.
A minimum of 1 year experience with servicing credit card products.
A minimum of 1 – 2 years of experience in financial industry.
A minimum of 1 – 3 years of experience in working in customer relations.
A minimum of 1 – 2 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detained written procedure.
Posting Date : 03/08/2018
Brea, CA, 275 Valencia Ave (CA7701),
- United States
Travel : No
Full / Part-time : Full time
Hours Per Week : 40
Shift : 2nd shift
Weekly Schedule : 2nd shift, Monday – Friday 6:30pm to 3am with flexibility for additional time based on business need
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