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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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

Job Description:

The Brazil Service Advisor serves as a primary point of contact for a portfolio of corporate clients, providing high-quality service and support for their day-to-day banking needs. The role is responsible for receiving, analyzing, and coordinating the resolution of client inquiries and service requests received through email and phone channels.

Requests may involve treasury services, cash management, payments, account services, and depository products. The Service Advisor works closely with internal partners across Operations, Product, Sales, Technology, and other support functions to resolve client needs accurately and efficiently while delivering a consistent and positive client experience.

This role requires strong communication, analytical thinking, attention to detail, and the ability to manage multiple client requests and priorities in a fast-paced banking environment.

Responsibilities:

• Serve as a primary point of contact for assigned corporate clients, responding to service inquiries and requests through email and phone channels;
• Analyze client requests, determine the appropriate course of action, and coordinate resolution within established service standards and procedures;
• Support client needs related to treasury services, cash management, payments, account services, and depository products;
• Take ownership of client inquiries and service issues from initial receipt through resolution, ensuring appropriate follow-up and communication;
• Partner with internal teams, including Operations, Product, Sales, Technology, and other support functions, to investigate and resolve client inquiries and escalations;
• Conduct research across multiple banking systems to identify solutions and provide clients with accurate and timely responses;
• Proactively communicate status, next steps, and expected resolution timelines to clients and internal stakeholders;
• Build and maintain strong relationships with clients and internal business partners to support a high-quality client experience;
• Identify recurring service issues, process gaps, and opportunities to improve efficiency or the client experience;
• Maintain accurate records of client interactions, requests, actions taken, and resolutions;
• Ensure client requests are handled in accordance with applicable procedures, controls, risk standards, and regulatory requirements;
• Effectively manage multiple priorities while maintaining accuracy, attention to detail, and appropriate follow-through.

Requirements:

• Fluency in Portuguese and English, with strong written and verbal communication skills in both languages;
• Spanish is a plus;
• 3+ years of experience in Banking, Financial Services, Treasury Services, Cash Management, Client Service, Operations, or a related field;
• 2+ years of experience working directly with clients or customers in a professional service environment;
• Knowledge of treasury services, cash management, payments, account maintenance, or related banking products;
• Experience investigating and resolving complex client inquiries or service issues;
• Knowledge of treasury services, cash management, payments, account maintenance, or related banking products;
• Strong written and verbal communication skills;
• Effective active-listening and relationship-building skills;
• Ability to collaborate effectively across teams and levels of the organization;
• Ability to navigate multiple systems and information sources while communicating with clients;
• Proficiency with Microsoft Outlook, Excel, PowerPoint, and Word;
• Ability to effectively use Microsoft Copilot and other digital productivity tools to support day-to-day work;
• Bachelor's degree in Business Administration, Finance, Economics, Accounting, or a related field, or equivalent relevant professional experience.

Skills:

• Client Focus and Relationship Management;
• Strong client-service orientation with demonstrated ability to take ownership of inquiries through resolution;
• Ownership and Accountability;
• Strong attention to detail and commitment to accuracy and quality;
• Analytical and Critical Thinking;
• Ability to prioritize and manage multiple requests in a deadline-driven environment;
• Problem Solving;
• Attention to Detail;
• Written and Verbal Communication;
• Active Listening;
• Time and Priority Management;
• Collaboration;
• Risk and Control Awareness;
• Quality Focus;
• Adaptability and Multitasking.