Banking Internships – Resolution Specialist In Orlando

Job Description:

As part of the Regulatory Complaints Team, the Resolution Specialist is responsible for handling executive level escalations received via fax, email, mail, and phone, as well as complaints received from public officials, CFPB, OCC, and consumer agencies (BBB). The Resolution Specialist resolves all of the escalated issues which may relate to Card, Deposit, and Mortgage products, seeking assistance from POD teammates when product subject matter expertise is needed. The Resolution Specialist is also responsible for complaints requiring written response that includes drafting of the resolution and acknowledgement letter as well as responding via regulatory portals. Deposit/Card product knowledge is required.

Job Responsibilities:

• Develop the knowledge and skills you need to deliver world-class client care through the award-winning Bank of America Academy
• Develop techniques to confidently engage with clients by telephone
• Have an opportunity to earn your Security Industry Essentials (SIE), Series 7 and Series 66 licenses though structured lessons, in depth online resources, and on-site coaching
• Build your knowledge of core banking and investment solutions and connect clients to all of the solutions we provide
• Continue to learn and grow in a culture where growth and career advancement are a priority
• Get training and one-on-one coaching from academy managers who are invested in your success.

Job Requirements/Qualifications:

• 3+ years extensive experience with Deposit/Card product servicing and in depth research
• Must be able to multitask while managing numerous cases in a high volume production environment
• Must act as an independent researcher
• Demonstrated ability to solve complex problems using critical thinking skills
• MUST have Customer Facing experience via telephone or in-person
• Demonstrated excellent verbal and written communication skills
• Understanding of key regulations and risk impact to the bank
• Ability to work well with others
• Ability to document clear, detailed information in system of records