Senior Customer Advocate handling customer inquiries and ensuring service excellence. Collaborating with teams and providing information about products and services.
About the role
- Client Advocate at Bank of America handling escalated client requests and providing exceptional care. Investigating issues, managing case reviews, and advocating for clients within established guidelines.
Responsibilities
- Manages and resolves client issues and requests by successfully navigating the organization and mastering multiple systems
- Coaches and assists new employees with moderately complex research and analysis of account activity to assess levels of risk and fraud type
- Leverages processes, guidelines, and product knowledge to identify potential process improvements and escalate issues and risks
- Completes a comprehensive review, investigates and compiles all facts regarding the end to end client experience relevant to escalations or a complaint
- Provides exceptional and compassionate client care and advocacy, working with a network of tools and partners
- Completes in-depth escalation case reviews, professionally interacting with clients, leaders and partners
- Maintains documentation of case tracking and follows up to resolution
Requirements
- 1 year experience within Fraud Detection and/or Claims
- Must be in a current Client Protection role
- Demonstrated ability to conduct structured research using various methodologies.
- Ability to consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
- Excellent verbal and written communications skills sufficient to interact effectively with clients, all levels of management and staff
- Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting
- Strong attention to details with commitment to world class client care, effective work flows
- Strong knowledge in Microsoft Office (Excel, Outlook, Word)
- Strong organizational and time management skills, excellent customer service skills with the ability to diffuse difficult customer interactions
- Must possess excellent problem solving and analytical skills
- Customer-centric approach to problem resolution
- Must work well in a team environment, as well as independently
- Strong personal ownership and follow through skills
- Must have a strong and positive work ethic and display Bank of America's Values
- Must be flexible and adapt quickly to change
- Ability to multi-task and meet defined performance goals
- Excellent written and oral communication skills
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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