Bank of America Sr. Customer Service Specialist- Spanish Required
Spanish Speaking Customer Service
At Bank of America, the Senior Customer Service Specialist handles complex or escalated calls from customers or internal partners, providing seamless delivery of services. They perform routine and complex account maintenance and handle inquiries from other financial institutions, providing status and updating cases to bring final resolution to posting defects. They will be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. They must adhere to established service level agreements, as well as handle escalated issues by successfully navigating the organization while mastering multiple systems to resolve customer requests. They are accountable for the successful resolution of all customer requests. This position may involve placing the customer in the appropriate product or service and typically requires 2-3 years of call center or banking center experience.
REQUIRED SKILLS: -Be able to speak, read, and write Spanish fluently -Know Bank of America Capabilities across multiple products -Excellent ability to navigate multiple host screens and ancillary systems -Ability to interpret customer questions as part of problem resolution -Ability to understand and navigate the banks organization -Proven ability to influence business partners for proper resolution (moved to required from desired)
DESIRED SKILLS: -Ability to work independently -Proven ability to lead -Excellent problem solving skills -Critical thinking -Excellent Communication skills -Prefer candidate have minimum of 3 years Contact Center/BC experience