Complaint Servicing Specialist

Bank of America

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

Posted 10/26/2026full-timeKennesaw • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client account management, problem-solving, and effective communication while navigating multiple systems to resolve complex inquiries. Proficient in adhering to corporate policies and regulatory guidelines to ensure client satisfaction and achieve performance metrics.

Highest-signal resume keywords

Credit Assistance ExperienceProblem SolvingTime ManagementBilingual CommunicationExperience with RSAM, DEFI, Pega

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client Account ManagementFirst-Call ResolutionTransaction ProcessingRegulatory CompliancePerformance Metrics Achievement

Soft Skills

Critical ThinkingSelf-SufficiencyAdaptabilityVerbal CommunicationWritten Communication

Tools & Technologies

RSAMDEFIPegaUCRS/NEXT GENWAVECQCSynergyDEBT ManagerRMSCSSM

Industry Keywords

Client SatisfactionEscalated IssuesCross-Functional CollaborationThird-Party Vendor ProcessesCorporate Policy Adherence

About the role

Key responsibilities & impact

Research and handle escalated and high-risk client account issues and complaints
Navigate multiple systems to resolve requests within corporate policy and regulatory guidelines
Perform account-related transactions and provide first-call resolution for complex inquiries and problems
Work cross-functionally with other teams to deliver a comprehensive client experience
Respond to client inquiries, resolve issues, and conduct follow-ups to ensure client satisfaction
Serve as a liaison between clients and upper management when communicating and resolving complaints
Assist clients by applying knowledge of the bank's products and services
Follow established policies, procedures, and standards when investigating and resolving issues

Requirements

What you’ll need

1+ years of experience in Credit Assistance
Problem solving and critical thinking
Self-sufficiency in Solution Center/procedure navigation
Time management and ability to adhere to strict deadlines
Ability to work in an ever-changing environment
Excellent verbal and written communication skills
Ability to navigate multiple computer systems while interacting with customers
Ability to achieve quality standards and meet key performance indicators
High school diploma, GED, secondary school or equivalent
Bilingual preferred
Experience with RSAM, DEFI, Pega, UCRS/NEXT GEN, WAVE, CQC, Synergy, DEBT Manager, RMS, CSSM, or BASS preferred
Experience using NICE/Nexidia preferred
Familiarity with third-party vendor processes preferred

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for physical, emotional, and financial wellness
Opportunities to learn, grow, and build a career
In-office culture supporting collaboration, engagement, and career development