Senior Resolution Manager
Bank of America
full-time
Posted on:
Location Type: Office
Location: Fort Worth • Texas • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Provides expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need.
- Uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved.
- Resolves client needs through point of call resolution, client outreach, and active floor support for Client Services teammates, providing both reactive and proactive education to coach teammates on how to deliver a world class client experience.
- Utilizes their experience resolving client paint points as a starting point to identify and drive operational excellence initiatives to improve the overall client experience for Client Services.
- Develops project management leadership skills through this role.
Requirements
- Time required in job = 1 year from date training completed
- For internal employees; participation in a work from home posture does not make you ineligible to post.
- Series 7, 66 required
- Ability to problem solve and find solutions in a self-sufficient manner
- Ability to de-escalate and turn negative client experiences into positive ones
- Expertise in service call handling, resolving complex issues
- Ability to interface with partners in other businesses for issue resolution, while owning client contact
- Collaborates effectively to get things done, building, and nurturing strong relationships.
- Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
- Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
- Is confident in identifying solutions for clients based on their needs and is an expert at resolving problems independently and/or while interfacing with other LOB partners (CIOS, MLSN, back office teams) for issue resolution while owning all client contact.
- Efficiently manages their time and capacity.
- Exceptional interpersonal communication skills with clients, teammates, and enterprise partners.
- Skilled at collaborating with a team, to meet deliverables in a fast past, ever changing environment.
Benefits
- competitive benefits to support their physical, emotional, and financial well-being
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service call handlingproblem solvingde-escalationproject management
Soft skills
analytical skillscommunication skillscollaborationself-startertime managementrelationship buildingclient advocacymotivationfocus on results
Certifications
Series 7Series 66