Sr Service Specialist

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 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

Required Qualifications:

• 1+ Year of client service experience

• Strong understanding of Latin America markets, culture, and business practices.

• Excellent written and spoken English and Portuguese Skills (native speaker or  near-native fluency).

• Strong communication, interpersonal and problem-solving skills. 

• Work hours are normally 9:00am - 6:00pm EST Ask manger to discuss during interview. Honor US Holidays

• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

• Excellent time management, organization, and attention to details.

• Proficiency in Microsoft Office

• Strong analytical and critical thinking skills

• Previous experience in customer service

• Self-motivated self-starter and able to work unsupervised.

• Ability to work under pressure in a team environment.

• Ability to liaise with all levels of the firm and people with different experiences and backgrounds.

Desired Qualifications: (Additional skills considered a plus)

• Good written and spoken Spanish Skills (native speaker or  near-native fluency).

• Knowledge of SharePoint and InfoPath.

• Data analysis skills, with ability to interpret and communicate data insights.

• Understanding of regional differences and nuances

• Ability to communicate effectively with people from diverse linguistic and cultural backgrounds

• Experience with project management of process improvement initiatives

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:

Hours Per Week: