Senior Customer Service Representative

Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading.

Handles more complex escalated customer calls regarding consumer and business charged-off credit card and checking accounts, in order to resolve in the most satisfactory manner for all parties concerned. Calls are non-routine and require deviation from standard screens, scripts and procedures. Possesses high level of technical skills. May require advanced problem solving skills. Typically requires 1 to 3 years of customer services experience

Handles more complex escalated customer calls in order to resolve in the most satisfactory manner for all parties concerned. Calls are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails.

Requires extensive knowledge of the organization, products and/or services. Possesses high level of technical skills. May require advanced problem solving skills and involve cross selling or up selling other financial products. Typically requires 1 to 3 years of customer services experience. **Required Skills:** * Excellent communication and problem-solving skills * One year of experience desired * Solid understanding of the Inbound Call Center desired * Ability to adapt quickly to change * Proven ability to meet and exceed productivity and quality monitoring goals * Excellent PC skills * Must be a team player * Ability to seek solutions for customers in a fast-paced environment * Must be sensitive to the nature of a distressed customer situation and show dignity and respect **Desired Skills:** * 1+ years of customer service experience. * Previous soft collections experience. * Basic knowledge of the organization, products and/or services