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Small Business Senior Client Advocate

Bank of America

Location: Tampa, Florida
Type: Full-Time, Non-Remote
Posted on: July 29, 2021
This job is no longer available from the source.
Job Description:
Accountable for the successful resolution of all customer requests by providing seamless delivery of service through inbound client calls, answering written inquiries, emails and requests placed by customers or internal partners. Responsible for the day to day resolution of customer problems and the execution of complex and escalated issues. Required to use various internal systems to review customer detail, research information, track information, and follow up with customers. Required to solve complex 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. Works effectively with a minimum amount of supervision. Is considered an expert in the assigned area and acts as a resource for other associates. Is able to accurately handle detailed instructions under pressure and a higher volume of more complicated issues. Demonstrates an in depth understanding of governing policies and procedures in addition to an excellent working knowledge of the various subjects. May evaluate data, investigates facts, and make quick decisions based off of investigation. Takes initiative to work through issues and makes recommendations for improvements. Is able to perform well in a cross functional team environment and actively demonstrates excellent communication skills across channels. Able to identify and champion potential process improvements; proactively identifying and elevating issues that pose potential risk. Has expertise in various applications and systems utilized in their role. Takes an active role in the training and successful assimilation of new associates; mentoring and/or job coaching less seasoned associates.
Works in concert with the Team Manager to provide floor support, handle client escalations, manage real time adherence and work with outliers to build proficiency and improve performance.
Job Responsibilities
• Own and resolve escalated customer calls
• Provide associate support through “Raise Your Hand”, chat and floor presence
• Provide associate feedback and coaching
• Outlier management support
• Authority approval assistance
• Identify learning and process gaps and closed loop feedback
• Normal time allocation:  60% escalation and Raise Your Hand support, 30% CSR development and 10% Administrative
Required Skills:
• Candidates must have 1+ years of experience in a Bank of America contact center
• Customer centric approach to problem resolution and proven results
• Expertise with policies, procedures relative to the site designated skill groups
• Strong results on call ownership & client satisfaction
• Effective communication skills, both written and verbal
• Ability to de-escalate client situations and drive satisfaction
• Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
• Adapts well to an ever changing environment
• Must have the ability to work well under pressure
• Must not be on any formal written corrective action in a rolling 12 months
Desired Skills:
• Have technical aptitude with the ability to multi-task and prioritize
• Proven leadership skills
Shift:
2nd shift (United States of America)
Hours Per Week:
40
Job Type: Full time