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Bank of America Inbound Call Center Specialist I in Chandler, Arizona

Inbound Call Center Specialist I

Chandler, Arizona

Job Description:

Handles a variety of incoming telephone calls within the Home Equity Call Center from internal and external customers. Maintains adherence to all Bank of America, Compliance and Government guidelines and regulations. Respond to customer inquiries regarding products, services, rates, application status, and required customer and/or vendor contingencies. Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions and executing on all commitments. Solution oriented and proactively exhibits ownership and escalates when appropriate. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Ability to manage multiple computer based applications during customer conversations. Accountable for maintaining detailed records/documentation in permanent loan file. Work flexible hours, including evenings and Saturdays.

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION.

Minimum Required Skills (Must Have for Further Consideration):

• Excellent phone and customer service skills.

• Prior customer service experience

• Strong written and verbal communication skills

• Ability to work in fast paced work environment

• Good organizational and time management skills

• Working knowledge of computer systems

• Ability to effectively multi-task

• Quality focused with attention to detail

• Able to adapt and embrace change

• Maintain a positive attitude

• Good interpersonal skills

• Manage challenging situations

• Ability to deliver a difficult message

• Ability to take ownership

Desired Skills (Additional/Preferred Skills):

• Mortgage Industry Experience

Additional Information:

Initially you may be required to work from home and/or remotely in this role:

• Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

• Sufficient room to set up a laptop, monitor, keyboard and mouse

• Comfortable space to work for a full shift

• Quiet, private and SECURE space in which to work

Job Band:

H7

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday 9:30AM to 6:00PM (Rotating Saturday Requirement)

Referral Bonus Amount:

0

Job Description:

Handles a variety of incoming telephone calls within the Home Equity Call Center from internal and external customers. Maintains adherence to all Bank of America, Compliance and Government guidelines and regulations. Respond to customer inquiries regarding products, services, rates, application status, and required customer and/or vendor contingencies. Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions and executing on all commitments. Solution oriented and proactively exhibits ownership and escalates when appropriate. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Ability to manage multiple computer based applications during customer conversations. Accountable for maintaining detailed records/documentation in permanent loan file. Work flexible hours, including evenings and Saturdays.

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION.

Minimum Required Skills (Must Have for Further Consideration):

• Excellent phone and customer service skills.

• Prior customer service experience

• Strong written and verbal communication skills

• Ability to work in fast paced work environment

• Good organizational and time management skills

• Working knowledge of computer systems

• Ability to effectively multi-task

• Quality focused with attention to detail

• Able to adapt and embrace change

• Maintain a positive attitude

• Good interpersonal skills

• Manage challenging situations

• Ability to deliver a difficult message

• Ability to take ownership

Desired Skills (Additional/Preferred Skills):

• Mortgage Industry Experience

Additional Information:

Initially you may be required to work from home and/or remotely in this role:

• Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

• Sufficient room to set up a laptop, monitor, keyboard and mouse

• Comfortable space to work for a full shift

• Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21039928

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Rivka Maxwell

Referral Bonus:

0

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