14 hours
2017-12-122018-01-11

Video Client Svcs Ops Specialist - Jacksonville, FL

Bank of America
Jacksonville, FL
  • Job Code
    bankofamerica-17067802JacksonvilleFL
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Company Bank of America

Job Title Video Client Svcs Ops Specialist - Jacksonville, FL

Jobid bankofamerica-17067802JacksonvilleFL

Location: Jacksonville, FL, 32232, USA

Description **Job Description:**



_Enterprise Role Overview:_



Predominantly handle exception transactions that require in-depth policy and procedure knowledge to handle more complex transactions and issues. Support the Video Client Service Agents by using in-depth policy and procedure knowledge to answer policy/procedure questions, complete overrides and process exceptions and may perform Video Client Service Agent tasks based on service level/escalation needs. Coach the Video Client Service Agents to process transactions accurately, efficiently, and in accordance with established policies and procedures. Contribute to a positive team environment in the contact center by modeling appropriate behaviors and providing 360-degree coaching. Demonstrate Bank of America core values in all actions. May be required to identify customers financial needs, goals and objectives and recommend Bank of America products or solutions. May be required to work weekends and/or evening hours and regular, reliable attendance is critical. Minimum 1 year of customer service leadership or equivalent supervisory experience preferred.



**Required Skills:**



Transactions processed by the Video Client Svcs Ops Specialist are predominantly exception transactions that require in-depth policy and procedure knowledge to handle more complex transactions and issues. Support the Video Client Service Agents by using in-depth policy and procedure knowledge to answer policy/procedure questions, complete overrides and process exceptions.



**Job responsibilities:**



+ May perform CSS tasks based on service level/escalation needs.

+ Coach the CSS's to process transactions accurately, efficiently, and in accordance with established policies and procedures.

+ Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions.



**Required skills:**



+ Must have strong communication skills in a face to face customer environment and be comfortable being on camera.

+ Agent must act as Bank of America's face to the customer and consistently exhibit a high level of employee and customer engagement to delight our customers.

+ Build customer loyalty through courtesy and friendliness, including addressing each customer by name.

+ Ensure day-to-day operational excellence of VTA transactions, including compliance with regulations and bank policies & procedures, and federal regulations.

+ Contribute to a positive team environment in the contact center by modeling appropriate behaviors and providing 360-degree coaching.

+ Demonstrate Bank of America core values in all actions.

+ May be required to identify customers' financial needs, goals and objectives and recommend Bank of America products or solutions.

+ May be required to work weekends and/or evening hours and regular, reliable attendance is critical.



**Posting Date** : 10/17/2017



**Location** :

Jacksonville, FL, BANK OF AMERICA OFFICE PARK, 9000 SOUTHSIDE BLVD BLDG 600,

- United States



**Travel** : No



**Full / Part-time** : Full time



**Hours Per Week** : 40



**Shift** : 1st shift



**Weekly Schedule** : Mon & Fri 10am-9pm, Wed & Sat 10am-4pm, Thurs 10am-7pm



**Assistance for Applicants with Disabilities**



Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .



**Diversity & Inclusion**



At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



**Frequently Asked Questions**



Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.



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Video Client Svcs Ops Specialist - Jacksonville, FL

Bank of America
Jacksonville, FL

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Video Client Svcs Ops Specialist - Jacksonville, FL

Bank of America
Jacksonville, FL

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