Social Media Client Services Advocate
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!
Job 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 Skills and Experience:
- 2 years prior Customer Support experience.
- Comfortable with high volumes of queue-based work, while maintaining service level agreements.
- Ability to provide an outstanding customer support experience in e-mail, chat, and/or phone channels related to Credit Card and/or Deposit Products.
- Works independently, quickly and efficiently, while maintaining high quality standards to meet team and/or individual goals, and maintaining focus on the customer.
- Superior written & verbal communication skills.
- Ability to multi-task and meet deadlines in a dynamic and fast-paced environment.
Desired Skills and Experience:
- Previous experience using Synergy, Interact, Commit, Superstations, CTR, SharePoint.
- Previous experience using Salesforce/Spredfast or similar social media content management platforms.
- In-depth product experience (3-5 years customer service experience) in multiple products like Credit Card, Deposits or Home Loans.
- Previous customer service experience via social media channels.
- Experience working in teams managed across multiple locations.
- Deep understanding of the power of social media to drive awareness and credibility.
Skills:
- Active Listening
- Critical Thinking
- Customer and Client Focus
- Oral Communications
- Written Communications
- Attention to Detail
- Client Management
- Decision Making
- Prioritization
- Account Management
- Adaptability
- Business Acumen
- Client Experience Branding
- Planning
Shift: 1st shift (United States of America)
Hours Per Week: 40
Pay Transparency details:
Pay range $26.83 - $37.28 hourly pay, offers to be determined based on experience, education and skill set. This role is compensated with a base salary and is not incentive eligible.
Benefits: This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
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