Service Advisor - CashPro & Technical Service Center ( Tier #3)

About the role

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!

About the role

This role serves as the primary point of contact for Treasury clients, providing day-to-day support for treasury, cash management, card, merchant, and depository products and services of varying complexity.

Key responsibilities include delivering exceptional relationship management, client service, and technical support while partnering closely with internal stakeholders, including Sales and Relationship Managers, Product Managers, Compliance, and Operations teams. The individual in this role is responsible for resolving complex and unique client inquiries, identifying solutions, and ensuring a seamless client experience across treasury management services.

Job Responsibilities

• Receive and respond to escalated client inquiries and service requests through phone and email channels in a timely and professional manner.
• Provide prompt resolution and support for a wide range of client requests, ensuring a positive client experience.
• Build and strengthen relationships with internal business partners and clients to enhance client satisfaction and drive exceptional service delivery.
• Conduct research to investigate client inquiries, identify solutions, and provide accurate and effective responses.
• Utilize multiple bank systems and tools to support client requests, troubleshoot issues, and manage account servicing activities.
• Leverage technical expertise across the full suite of CashPro applications to support client needs, resolve complex issues, and provide product guidance.

Required Qualifications

• 1+ years of experience supporting clients on the CashPro Technical Help Desk.
• 1+ years of experience successfully managing challenging customer situations and resolving issues in a professional manner.
• Intermediate proficiency in written and verbal communication, including strong grammar, spelling, and presentation skills.
• Ability to effectively engage with customers, establish rapport, maintain productive conversations, and address objections with confidence.
• Strong analytical and problem-solving skills, with the ability to identify root causes and resolve customer inquiries efficiently.
• Demonstrated ability to deliver an exceptional customer experience through creative thinking and solution-oriented service.
• Comfortable receiving ongoing performance feedback and coaching to support continuous professional development.
• Adaptable to a dynamic environment with the ability to learn new technologies, processes, and procedures quickly.
• Intermediate proficiency in computer applications and technology-based tools.
• Ability to navigate multiple computer systems simultaneously while maintaining a high level of customer service and accuracy.
• Strong multitasking, organizational, and time-management skills in a fast-paced service environment.

• Shift: 1st shift (United States of America)
• Hours Per Week: 40