Sr Service Specialist Newark, Delaware;Addison, Texas **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 Description:** Seeking an experienced **Sr. Service Specialist** professional, who will be responsible for receiving and handling inbound calls in a fast-paced call center environment supporting the Merchant Client Operations team at the Newark, DE and Addison, TX Bank of America location sites. This job is responsible for servicing and account maintenance request received from clients via phone regarding the bank’s merchant product designed to support card processing for Small Business owners. Key responsibilities include, but not limited to the following: researching, analyzing, and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners to provide resolution to client inquiries. **Responsibilities:** + Responds to Small Business Merchant requests received by inbound phone call. + Completes high risk processes accurately according to written procedures. + Deepens relationships with business partners and clients by providing an exceptional client experience. + Conducts research using various bank systems to enable response to client questions and inquiries timely. **Required Qualifications:** + **_Working Hours:_** **_8am-5pm Central Time or 9am-6pm Eastern Time_** + **_Hybrid Schedule-In the office 4 days a week and 1 day a week working from home (Fridays)._** + **_Training: 4 weeks required in office 5 days a week_** + Must have call center inbound work experience in a fast-paced environment. + Must have strong customer service skills. + Intermediate level computer skills. + Flexible and willing to respond positively to change. + Ability to apply sound judgment and effectively solve problems. + Excellent written and verbal communication skills + Ability to de-escalate difficult client situations. + Ability to multi-task as business needs dictate with phone and typing required. + Ability to work in a client-based environment meeting all performance goals. **Desired Qualifications:** + Merchant Servicing/ Processing work experience. **Skills:** + Analytical Thinking + Client Focus + Effective Verbal Communication + Written Communication + Adaptability + Attention to Detail + Critical Thinking + Problem Solving + Active Listening + Computer skills + Research skills **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 "Know your Rights" poster, CLICK HERE (https://u.go/0As7EN) . 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.