Relationship Service Manager I- GWIM Client Services

Bank of America | Jacksonville, FL


The Relationship Service Manager (RSM) is part of the U.S. Trust Banking Services Team (USTBST). The USTBST is dedicated to assisting US Trust clients and US Trust client teams with all of their banking and credit needs. The USTBST provides dedicated, specialized support through highly experienced associates who provide prompt attention and highly personalized service.

The RSM:

  • Is a banking expert who services, investigates, and researches deposit, credit and online inquiries from end to end
  • This is a call center/ contact center environment assisting with incoming telephone, and email inquiries, utilizing the US Trust Service Request Tool, as the primary tool to track and fulfill requests
  • Acts as a liaison, navigating through multiple levels of the Bank of America organization, to resolve issues and concerns in a timely manner
  • Interfaces with UST client teams to keep the field informed of all issues, and of new business opportunities or referrals
  • Is accountable for UST client and client team satisfaction
  • Maintains full responsibility for providing quality service while meeting Service Level Agreements at all times

Work Schedule: First and Second shifts are available. Candidates must be flexible to work between the hours of 6am-9pm, Monday-Friday, weekends and holidays. Candidates must also be flexible with schedule as business needs arise.

Required Skills:

  • 1 year Previous Banking, Credit Card, and/or financial center experience
  • Strong customer service skills
  • Flexible and willing to respond to change
  • Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
  • Excellent written and oral communication skills
  • Ability to de-escalate difficult client situations
  • Ability to multi-task as business needs dictate with phone and typing required
  • Ability to work in a client based environment meeting goals

Desired Skills:

  • This is a phone position in a call center/contact center environment

Job Band:

1st shift (United States of America)

Hours Per Week:

Weekly Schedule:

Referral Bonus Amount:

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September 26, 2022