Complaint Servicing Specialist Phoenix, Arizona;Tampa, Florida **Job Description:** **ABOUT US:** 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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! **JOB SUMMARY:** This job is responsible for researching and handling highly sensitive client account concerns that have been escalated through high risk channels within the contact center. Key responsibilities include performing routine and complex account maintenance and research, navigating multiple systems and solving problems, and providing exceptional service and a seamless experience to clients. Job expectations include investigating a variety of issues and requests by gathering additional information, setting client expectations, and working with other support organizations to fulfill requests. **RESPONSIBILITIES:** + Researches and handles escalated and high risk issues and client complaints by successfully navigating the organization and multiple systems to resolve requests within corporate policy guidelines and in compliance with all federal and state regulations and policies + Performs account-related transactions and provides first call resolution on complex inquiries, requests, and problems related to client concerns + Works cross-functionally with other teams to ensure the delivery of a comprehensive client experience + Responds promptly to client inquiries, resolves issues efficiently, and conducts follow ups to ensure client satisfaction + Serves as a liaison between clients and upper management when communicating and resolving complaints and issues + Assists clients effectively by applying knowledge of the bank's products and services + Adheres to established policies, procedures, and standards when investigating and resolving a wide variety of issues and requests **REQUIRED QUALIFICATIONS:** Minimum of 1 year of experience working in a fast-paced production-based environment while providing seamless delivery of service with a focus on client experience Strong attention to detail Ability to meet critical deadlines Strong organization skills Process oriented and excels in a fast paced environment Proficient in Microsoft Office suite of products Ability to work with multiple computers programs and switch from one to the next efficiently Excellent verbal and oral communication skills Dependable, Results driven Achievement focused Open to providing and receiving coaching Self-motivated to achieve personal standards of excellence. Ability to work cohesively within a team oriented environment **DESIRED QUALIFICATIONS:** Minimum of 1 year experience in Estate Servicing Operations at Bank of America **SKILLS:** + Critical Thinking + Customer and Client Focus + Decision Making + Oral Communications + Account Management + Active Listening + Attention to Detail + Planning + Problem Solving + Adaptability + Client Experience Branding + Client Management + Prioritization + Written Communications **Minimum Education Requirement:** High School Diploma / GED / Secondary School or equivalent **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 (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) . To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.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 . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.