Sr Service Specialist

Job Description:

At Bank of America we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients teammates communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace attracting and developing exceptional talent supporting our teammates physical emotional and financial wellness recognizing and rewarding performance and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America you can build a successful career with opportunities to learn grow and make an impact. Join us!

Job Description:
This job is responsible for servicing inquires received from Treasury clients via phone email or online channels regarding their treasury cash management card merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers Product Managers Compliance and Operations) to provide resolution to client inquiries issues and technical support.

LOB Job Description:

The Lockbox HIPAA Senior Service Specialist is responsible for managing and resolving HIPAA-related Lockbox cases through effective client communication and strong crossfunctional partnership. This role works closely with Operational Business partners Treasury Sales and Front Office teams to ensure all HIPAA cases are completed accurately timely and in alignment with established regulatory and operational processes. The ideal candidate demonstrates confidence in client-facing interactions ownership of case management and a commitment to continuous improvement and collaboration.

LOB Job Responsibilities:

• Serve as a primary point of contact for HIPAA-related Lockbox cases managing communications with both intended and unintended recipients to ensure appropriate resolution
• Engage confidently with clients to explain findings next steps and resolution plans related to HIPAA cases.
• Partner with Operational Business teams Treasury Sales and Front Office Business Partners to ensure cases are resolved in a timely manner and per pre-defined processes.
• Manage multiple cases simultaneously while meeting service-level expectations and regulatory requirements.
• Ensure accurate documentation tracking and closure of all cases in accordance with HIPAA standards and internal controls.
• Exercise sound judgment to identify risks escalate issues appropriately and recommend resolution strategies.
• Support continuous process improvement by identifying trends gaps or opportunities within HIPAA and Lockbox operations.

LOB Require Qualifications:

• 2 years of equivalent experience in operations customer service or compliance roles.
• Must have experience working with clients.
• Experience with Microsoft Office tools (Excel Word Outlook)
• Excellent written and verbal communication skills with attention to clarity tone and accuracy when interacting with internal partners and external clients
• Ability to work effectively under pressure in a fast-paced team-oriented environment.
• Strong organizational and time management skills with the ability to manage multiple cases concurrently while meeting strict deadlines.
• High attention to detail and the ability to follow defined processes while exercising sound judgment.
• Strong interpersonal skills with the ability to liaise across all levels of the organization and collaborate with individuals of varied backgrounds and experience.
• Self-motivated with the ability to work independently and without direct supervision.

LOB Desired Qualifications:

• Bachelors degrees is a plus.
• Prior experience working with HIPAA privacy compliance or sensitive data management strongly preferred.
• Experience in Lockbox operations Treasury Services Banking or Financial Services is highly desirable.

Other Qualifications

• Strives to bring new thoughts and ideas to teams to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools technology and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect connect and meet the diverse needs of our clients and employees around the world

Skills:

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

Shift:

Hours Per Week: