Service Advisor

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for acting as the primary point of contact for Treasury clients, day-to-day servicing of treasury, cash management, card, merchant, and depository products and services of varying complexity. Key responsibilities include providing relationship management, servicing, and technical assistance to internal business partners (e.g. Sales & Relationship Mangers, Product Managers, Compliance and Operations) to resolve complex, unique client requests.

LOB Job Description:

Service Advisor will be main point of contact for Latin America and multi-national corporations, providing timely and effective support on client's queries, wire investigations, issue resolution, among other requests. Will work in a fast-paced environment with demanding priorities, requiring strong organizational skills and great attention to detail. Collaborating closely with internal teams to ensure seamless delivery of our products and services, driving customer satisfaction.

Job Responsibilities:

• Responds to client and partner requests received by email, phone, chat or workflow system

• Performs Quality Assurance to ensure high risk processes are completed according to written procedures

• Researches and resolves complex issues raised by clients ensuring client satisfaction

• Drives resolution of client issues with internal, technical and product partners, ensuring processes are integrated

• Educates clients on digital tool options, championing innovation with a client-centric mindset.

LOB Job Responsibilities:

• Respond to client inquiries via phone or email in a timely and professional manner.
• Resolve client issues and concerns, escalating complex cases to senior team members.
• Conduct wire investigations and resolve client issues in a prompt and efficient manner. 
• Collaborate with internal teams (i.e. Operations, Technical Support) to ensure seamless delivery of our products/services.
• Develop and maintain strong relationships with client, understanding and whenever possible anticipating their needs and preferences.
• Participate in regular team meetings, sharing best practices and feedback.
• Identify and capitalize on opportunities to improve client satisfaction.

Required Qualifications:

• Strong understanding of Latin America markets, culture, and business practices.
• Current experience working with LATAM Treasury clients, day-to-day servicing of treasury, cash management, card, merchant, and depository products and services of varying complexity.
• Excellent written and spoken English and Spanish Skills (native speaker or  near-native fluency).
• Strong communication, interpersonal and problem-solving skills.    
• Able to work hours 9:00 - 6:00pm EST. May be required to work on some US Holidays, and hours could change if customers needs change. Ask manager to discuss. during interview.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Excellent time management, organization, and attention to details.
• Proficiency in Microsoft Office
• Strong analytical and critical thinking skills
• Previous experience in customer service
• Self-motivated, self-starter and able to work unsupervised.
• Ability to work under pressure in a team environment.
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds.

Desired Qualifications:

• Portuguese language skills.
• Knowledge of SharePoint and InfoPath.
• Data analysis skills, with ability to interpret and communicate data insights.

Other Qualifications:

• Understanding of regional differences and nuances
• Ability to communicate effectively with people from diverse linguistic and cultural backgrounds
• Experience with project management of process improvement initiatives
• Embraces diversity of thought, culture, and backgrounds to foster a culture of inclusion and respect.
• Committed to maintaining a workplace where everyone feels valued, respected, and empowered to contribute.
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Excels in working among diverse viewpoints to determine the best path forward.
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner.
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Skills:

• Analytical Thinking

• Problem Solving

• Reporting

• Attention to Detail

• Critical Thinking

• Prioritization

• Risk Management

• Decision Making

• Stakeholder Management

Shift:

Hours Per Week: