Complaint Servicing Specialist

Bank of America

. Research and handle escalated and high-risk client account concerns and complaints .

Posted 10/21/2026full-timeNewark • New Jersey • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in handling escalated client complaints and navigating multiple systems to resolve complex inquiries while ensuring compliance with federal and state regulations. Strong focus on client satisfaction through effective communication and problem-solving skills.

Highest-signal resume keywords

Client Account ManagementComplex Problem ResolutionRegulatory ComplianceCross-Functional CollaborationCritical Thinking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account MaintenanceResearch SkillsTransaction ProcessingClient Inquiry ResolutionPolicy Adherence

Soft Skills

Attention to DetailActive ListeningOral CommunicationWritten CommunicationAdaptability

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Client ExperienceCustomer FocusProblem SolvingDecision MakingClient Management

About the role

Key responsibilities & impact

Research and handle escalated and high-risk client account concerns and complaints
Navigate the organization and multiple systems to resolve requests
Perform routine and complex account-related transactions and maintenance
Provide first-call resolution for complex client inquiries, requests, and problems
Work cross-functionally with other teams to deliver a comprehensive client experience
Respond promptly to client inquiries and resolve issues efficiently
Conduct follow-ups to ensure client satisfaction
Serve as a liaison between clients and upper management
Assist clients using knowledge of the bank’s products and services
Follow established policies, procedures, and standards when investigating and resolving issues

Requirements

What you’ll need

High School Diploma / GED / Secondary School or equivalent
Ability to research and handle escalated and high-risk client complaints
Ability to navigate multiple systems and perform account maintenance and research
Ability to resolve complex inquiries, requests, and problems within corporate policy guidelines
Compliance with federal and state regulations and policies
Ability to gather information, set client expectations, and work with support organizations
Skills in critical thinking, customer and client focus, decision making, oral communications, account management, active listening, attention to detail, planning, problem solving, adaptability, client experience branding, client management, prioritization, and written communications

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for teammates’ physical, emotional, and financial wellness
Opportunities to learn, grow, and make an impact
In-office culture supporting collaboration, engagement, and career development
Full-time schedule, 40 hours per week