HSS Specialist I

Bank Of America Corporation Richmond , VA 23234

Posted 2 weeks ago

Job Description:

Job Description


Entry level position. Serve as primary point of contact, providing customer with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement.

Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking Is focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments. Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence.

Responsible for collection, review and validation of all required documentation, including income, following up with the customer as appropriate. Responsible for initial income analysis of salary and wages, Social Security and Pension. Efficiently manage pipeline of loan applications.

Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customers' needs are met. Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting. Ensure customer privacy and confidentiality.

Required Skills:

Excellent telephone and customer service skills.

Proficient with computers and strong typing skills

Able to adapt and embrace change

Team player mentality with the ability to work independently

Strong problem solving and decision-making skills.

Strong written and verbal communication skills

Excellent organizational and time management skills

Quality focused with attention to detail

Maintain a positive attitude

Excellent interpersonal skills; ability to easily build rapport and diffuse tense situations

Ability to deliver a difficult message and take ownership

Multiple shifts available


1st shift (United States of America)

Hours Per Week:


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HSS Specialist I

Bank Of America Corporation