Consumer Aml Operations Know Customer Contact Center Bilingual Agent jobs at Bank Of America in United States, Chandler

This job is responsible for connecting clients with the breadth of solutions that the bank offers to help achieve financial goals. Key responsibilities include balancing service requests and sales opportunities, providing subject matter expertise on financial solutions, asking clients probing questions to understand life and financial goals, and pairing new solutions and services to meet client needs.

Responsibilities:

• Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs
• Responds to customer inquiries and concerns, creating customized solutions
• Sells and fulfills banking products including checking and savings accounts, credit cards, Certificate of Deposits (CDs), Individual Retirement Accounts (IRAs), and loans
• Identifies client needs for licensed sales functions, making referrals to Line of Business partners
• Quotes rates, terms, and programs for banking solutions
• Manages risk in every business, product, and service transaction leveraging available tools

Skills:

• Attention to Detail
• Client Solutions Advisory
• Customer and Client Focus
• Interpret Relevant Laws, Rules, and Regulations
• Adaptability
• Client Experience Branding
• Customer Service Management
• Issue Management
• Problem Solving
• Active Listening
• Business Development
• Consulting
• Referral Identification
• Research

Required Qualifications:

• Displays passion, commitment, and drive to deliver an experience that improves our clients’ financial lives.

• Ability to follow rules and regulations.

• Commitment to teamwork and the flexibility to work the schedule, including weekends and holidays.

• Ability to engage with clients and seek to understand their needs while actively sharing options using plain language, building rapport and handling objections, upselling and cross-selling.

• Comfortable receiving ongoing performance feedback and coaching.

• Comfortable with ongoing change and learning new technology/processes.

• Minimum of at least an intermediate level of proficiency with computers.

• Self-motivated with excellent organizational skills.

• Strong decision-making and problem-solving skills.

Desired Qualifications:

• Experience in the banking/financial industry.

• Experience working in a call center.

• Experience in retail sales.

• Experience upselling/cross-selling over the phone

February 2, 2026

Shifts available:

Monday thru Friday 10:00am -7:00pm

Tuesday thru Friday 10:00am-7:00pm Saturday 9:00am-6:00pm

Monday thru Wednesday 8:00am-7:00pm Saturday 7:00am-6:00pm (4x10)

Monday, Tuesday Friday 8:00am-7:00pm Saturday 7:00am-6:00pm (4x10)

High School Diploma / GED / Secondary School or equivalent

This job is responsible for conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Responsibilities:

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development
• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues
• Provides quality assurance review and testing on operating key controls
• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency
• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients
• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

Qualifications/Requirements:

• Minimum of 1 year customer service experience in call center environment in the Banking/Financial industry handling
• Ability to tactfully handle customer concerns

• ​Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed

• Excellent verbal and interpersonal communication skills
• Bi-lingual Spanish

Skills:

• Adaptability
• Analytical Thinking
• Critical Thinking
• Data Collection and Entry
• Data Quality Management
• Collaboration
• Decision Making
• Interpret Relevant Laws, Rules, and Regulations
• Problem Solving
• Research Analysis
• Customer and Client Focus
• Innovative Thinking
• Oral Communications
• Prioritization
• Quality Assurance

Position Description

Financial Solutions Advisors (FSAs) are phone-based licensed advisors (Series 7 and 66 required) that provide clients with holistic financial advice and guidance by ident ifying broader product and service solutions that meet their investment, savings and liability management solutions. FSAs demonstrate knowledge of investments and financial markets and apply key principles appropriately to the individual client's investment needs. Additionally, they align Merrill Lynch and Bank of America products and services where appropriate. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination. The Merrill Edge Advisory Center (MEAC) is a consultative platform that provides mass affluent clients with holistic financial advice and deepens client relationships by identifying broader product and service solutions that meet their investment, savings and credit needs. As a Financial Solutions Advisor (FSA), this person will be responsible for maintaining our existing U.S. client relationships by providing day to day service and advice via a phone-based platform. The FSA will provide investment, savings, and liability management solutions to help maintain and enhance financial strategies through the utilization of our wealth management tools. Their responsibilities will also include further deepening relationships with our existing client base and partnering closely with internal team members when appropriate. The FSA may also be responsible for identifying prospective clients and welcoming new clients to the platform. This person will set clear client expectations to create a smooth transition and continuation of the Bank of America/Merrill Lynch relationship.

• Further strengthen client relationships by anticipating needs, exceeding service expectations and following through on commitments
• Demonstrate knowledge of investments and financial markets and apply key principles appropriately to the individual client's investment needs
• Adapt to client preferences using a conversational style
• Understand and proactively identify leading indicators of client attrition and mitigate
• Align Merrill Lynch products and services where appropriate
• Consistently identify client opportunities and engage key partners as needed
• Ability to grasp and apply complex technical material quickly
• Maintain a high level of personal integrity and comply with the Guidelines for Business Conduct as stated by Merrill Lynch

" have these skills to be minimally qualified.

• Series 7 & 66 is required(or the equivalent 63 & 65)
• Minimum of 1-2 years financial advisory or investment sales experience
• Passion for excellence and willingness to work to exceed client expectations
• Strong computer skills with an ability to multitask in a fast paced environment
• 1-2 years relevant work experience
• Bilingual Spanish Proficiency required
• Must be flexible to work a standard shift M-F between the hours of 9am - 9pm est.

Desired Skills:

• Capable of effectively operating in a team oriented and highly collaborative environment
• Successful experience and track record achieving sales goals
• Extraordinary interpersonal skills, a strong team orientation and resiliency
• Ability to effectively manage workload
• Superior client service proficiency including excellent verbal, written, and listening skills
• Financial services industry experience
• Strong understanding and ability to communicate the suite of Merrill Lynch products and services
• Bachelor's degree strongly preferred

This job is responsible for engaging clients in the lobby to educate and assist with conducting transactions through self-service resources, such as mobile banking, online banking, or ATM. Key responsibilities include accurately and efficiently processing cash transactions for clients as needed. Job expectations include having deep conversations with clients to gain in-depth knowledge of the financial and life priorities and connecting clients to solutions that meet the financial goals.

Responsibilities:

• Executes the bank's risk culture and strives for operational excellence
• Builds relationships with clients to meet financial needs
• Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations
• Grows business knowledge and network by partnering with experts in small business, lending, and investments
• Manages financial center traffic, appointments, and outbound calls effectively
• Drives the client experience
• Manages cash responsibilities

Required Qualifications:

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client
• Collaborates effectively to get things done, building and nurturing strong relationships
• Displays passion, commitment and drive to deliver an experience that improves our clients' financial lives
• Is confident in identifying solutions for new and existing clients based on their needs
• Communicates effectively and confidently and is comfortable engaging all clients
• Has the ability to learn and adapt to new information and technology platforms
• Is confident in educating clients on how to conduct simple banking transactions through self-service technologies (for example, ATM, online banking, mobile banking)
• Applies strong critical thinking and problem-solving skills to meet clients' needs
• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations
• Efficiently manages time and capacity
• Focuses on results while acting in the best interest of the client
• Must be able to work weekends and/or extended hours and travel to any financial center location within a reasonable distance​

• bilingual Spanish required

Desired Qualifications:

• Experience in financial services and knowledge of financial services industry, products and solutions
• One year of demonstrated successful sales experience in a salary plus incentive environment with individual sales goals
• Six months of cash handling experience
• Bachelor's Degree or business-relevant Associate’s Degree such as business management, business administration or finance​

Skills:

• Adaptability
• Business Acumen
• Customer and Client Focus
• Oral Communications
• Problem Solving
• Account Management
• Client Experience Branding
• Client Management
• Client Solutions Advisory
• Relationship Building
• Business Development
• Pipeline Management
• Prospecting
• Referral Identification
• Referral Management

This job is responsible for providing moderately complex research, reporting, and analytical support for the delivery of end-to-end support for Global Markets sales, trading and underwriting business for securities, foreign exchange, fixed income, exchange traded derivatives, and over-the-counter derivatives across multiple Lines of Business. Key responsibilities include carrying out duties under general supervision and assisting teammates while following established procedures.

Line of Business Job Description:

​Responsibilities:

• Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines

• Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.

• Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements

• Perform client refresh through the review of client documentation, vendor databases and data entered into proprietary systems to ensure all refresh requirements are met

• Ensure all jurisdictional regulatory requirements related to KYC are adhered to

• Support business with KYC related queries and requests

• Participate in remediation, internal/external Audits (where applicable)

• Maintains accuracy of client portfolio using internal and external comparison tools

• Performs research and conducts moderately complex analyses using established techniques, including transactions that require special handling and exception handling

• Explores methods to enhance processes, further reduce risks, and boost client experience

• Partners with colleagues on the trade and sales support teams, as well as external agents

• Creates reports and liaises with internal partners to ensure proper client reporting and assist with regulatory reporting

• Escalates potential risks and exposures to manager in a timely manner

• Assists with ad-hoc projects, new processes, or initiatives requiring coordination among subject matter experts representing multiple product areas or functions

Job Requirements:

• 2+ years of financial services experience

• Excellent verbal and written communications skills

• Documented experience performing in a process-oriented production environment that changes periodically

• Familiar with MS Office Suite(Excel/Word/Outlook/Access)

• Work in a team environment

• Organize work, prioritize tasks and handle multiple assignments simultaneously

• Successfully meet tight deadlines while ensuring data accuracy and integrity

• Work and execute with minimal supervision or remote management

Skills:

• Attention to Detail

• Critical Thinking

• Data Collection and Entry

• Recording/Organizing Information

• Research

• Fraud Management

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Quality Assurance

• Risk Management

• Adaptability

• Customer and Client Focus

• Prioritization

• Result Orientation

• Written Communications

This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests, and working with technology teams to identify, troubleshoot, and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

Responsibilities:

• Monitors and supports application components and related infrastructure, acts as the first point of contact for users, and responds to alerts regarding potential production incidents
• Interprets and monitors dashboards, tools, and reports in order to proactively identify and address potential issues prior to production impact, escalating issues to senior team members or subject matter experts as needed
• Performs environment routing and cycling, implements splash pages, and conducts user ID administration access provisioning/deprovisioning (additions, modifications, deletions) for applications
• Works with technical partners to generate status updates, create technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, and schedules follow up meetings
• Partners with change and release teams to support implementations and proactively identify potential issues resulting from changes
• Tracks incidents and requests in a defined system, executes procedures reliably, fulfills requests from business users and operations, and escalates issues as needed to solve incidents quickly
• Keeps operational procedures updated and provides data that adheres to documentation requirements and audits

Position Summary

• The individual will coordinate the weekly mainframe maintenance windows within established SLAs. Review changes utilizing BMC tool, align the moving parts into a concrete plan, pivot when the unexpected happens, has a strong attention to detail, is a leader/team player, and is able to calmly multi-task during a high stress window and see the big picture.
• Escalate elongated issues risking SLA.
• Document issues or improvements.
• Able to provide and communicate process improvements/solutions across differing audiences including technical, managerial.
• Participate in the resolution process for problems where analysis of situations or data requires an evaluation of various factors.
• Take part in multiple projects and activities related to special initiatives or operations.
• Leading and facilitating meetings to debate and understand risks associated with change and how they impact the production environment.

Required Qualifications

• Able to work weekdays and depending on the job responsibilities, a rotating weekend night schedule. (Includes Saturdays and Sundays)
• Strong working knowledge (> 5 yrs.) and experience on mainframe technology infrastructure utilizing the zOS operating system, transaction and queuing systems, database systems and batch systems and understanding system start-up/shutdown, console messaging, and technology dependencies.
• Strong Knowledge of standard mainframe tools such as TSO, JCL, JES2, SDSF, Console, etc.
• Experience with BMC Remedy.
• Able to closely vet change request that can be disruptive, need operational assistance and/or requires a service outage on Mainframe, understanding of infrastructure and business applications and able to minimize disruption of services.
• Strong ability to multi-task and manage activities during a coordinated multi-technology change window.
• Strong organization, attention to detail and project management skills.
• Flexibility to react and adapt to rapidly changing scenarios, able to pivot where needed to ensure changes are successfully installed in the window while still meeting SLAs.
• Exhibits excellent communication and interpersonal skills, collaborates effectively with team members, cross-functional teams, applications, and business units.
• Good analytical and problem solving skills.
• Self-motivated and results-orientated, able to create and maintain comprehensive documentation, including but not limited to operator procedures, detailed scripts outlining task clearly, ensuring clarity and consistency.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns and opinions across differing levels of management
• The ability to work effectively in a fast-paced environment with tight deadlines.
• Strong leadership and teamwork skills and experience in supervising junior staff or leading project teams is desired. Coordinating people and task to achieve goals.
• Works effectively with others by establishing and maintaining positive working relationships

Desired Qualifications

• Candidate must have 2 or more years of console operations work experience. Technical experiences should include operator knowledge of JES2, and MVS commands would be helpful.
• Candidate must understand the sensitive and critical nature of data processing and service level agreements and be able to proactively contribute to organizational goals and delivery targets.
• Knowledge of standard mainframe tools such as: ITSM, APVIEW, HMC, Microsoft office 365 suite products, MatterMost, Python, NETVIEW, SA z/OS.
• A working knowledge of HMC, IPL and POR procedures is a plus.
• Must be able to escalate issues and problems to support teams or upper management groups as required.
• Previous experience in performing similar function is highly desirable.
• ITIL certification a plus.
• Strategic Thinker: able to anticipate business needs and growth opportunities. Challenging the status quo and continuously looking for opportunities to modernize and automate wherever we can.

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Result Orientation
• Solution Delivery Process
• Solution Design
• Business Acumen
• DevOps Practices
• Innovative Thinking
• Project Management

Job Description:

Job Description:
This job is responsible for handling a variety of client calls within theConsumer lending
This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Answers incoming calls and reviews details of customer applications thoroughly and accurately to address inquiries regarding the fulfillment process
• Articulates difficult and/or complex information in a clear manner, while conveying compassion to drive customer retention and sales partner confidence
• Manages multiple computer-based applications during customer conversations
• Prepares and maintains detailed records and documentation in permanent loan file
• Partners with Home Services Specialist teams to ensure consistent communications with client and sales partners

Required Qualifications:

• Excellent phone and customer service skills
• Prior customer service experience
• Strong written and verbal communication skills
• Ability to work in fast paced work environment
• Good organizational and time management skills
• Working knowledge of computer systems
• Ability to effectively multi-task
• Quality focused with attention to detail
• Able to adapt and embrace change
• Maintain a positive attitude
• Good interpersonal skills
• Manage challenging situations
• Ability to deliver a difficult message
• Ability to take ownership
  

Desired Qualifications:

• Mortgage Industry Experience

Skills:

• Attention to Detail
• Consulting
• Customer Service Management
• Customer and Client Focus
• Oral Communications
• Business Acumen
• Credit and Risk Assessment
• Data Collection and Entry
• Decision Making
• Problem Solving
• Collaboration
• Policies, Procedures, and Guidelines
• Result Orientation

High School Diploma / GED / Secondary School or equivalent