Bilingual Spanish Credit Assistance Specialist jobs at Bank Of America in United States, Newark

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:

Responsible for day to day servicing of Commercial and Large Corp Card clients, varying in complexity. Provides servicing assistance related to general inquiries and research related requests.

Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone channel with an in depth understanding of Commercial Card products used by clients.

Required Qualifications:

• 2-3 years previous experience working directly with clients in a Call Center environment.
• Self-starter and independent worker, ability to work with minimum supervision.
• Must have excellent written communication skills with demonstrated client focus.
• Superior follow through and initiative.
• Highly organized, adapt at time management, and problem/solving/analytical.
• Advanced skills within Microsoft applications.
• Must be client focused, a team player, with effective communication skills and professionalism through use of proper phone etiquette.
• Ability to exercise good judgement and sound-decision making skills a must.
• Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.
• Ability to work in fast- paced, team environment.
• Microsoft Office, Excel proficiency.

Other Qualifications:

• Exercises judgment and discretion with respect to client escalations and problem resolution.
• Experience in Commercial Card Servicing.
• Sharp desk and time management skills.
• Works well in a team environment.
• Call center experience is highly recommended.​

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Proficient in Spanish and English

• At least 1 year of customer service experience

• Excellent verbal and written communication skills

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

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• College degree or commensurate work experience preferred

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• At least 1 year of customer service experience

• Excellent verbal and written communication skills

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

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• College degree or commensurate work experience preferred

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Minimum of one year of customer service experience
• Excellent verbal and written communication skills
• Ability to work within the operating hours and days for this position as outlined in the posted job requisition
• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• Proficient in dealing with customer issues in both a routine and complex environment
• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience
• Credit assistance and collections experience
• Inbound/outbound call center experience
• Banking/financial services experience
• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

Job Description:

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.

​Responsible for day to day servicing of Commercial and Large Corp Card clients, varying in complexity. Provides servicing assistance related to general inquiries and research related requests.

Key Responsibilities:

• ​Service and support of simple and complex requests/inquiries from external clients via phone channel with an in depth understanding of Commercial Card products used by clients.

Requirements:

• ​1-3 years previous experience working directly with clients in a Call Center environment.
• Self-starter and independent worker, ability to work with minimum supervision.
• Must have excellent written communication skills with demonstrated client focus.
• Superior follow through and initiative.
• Highly organized, adapt at time management, and problem/solving/analytical.
• Advanced skills within Microsoft applications.
• Must be client focused, a team player, with effective communication skills and professionalism through use of proper phone etiquette.
• Ability to exercise good judgement and sound-decision making skills a must.
• Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.
• Ability to work in fast- paced, team environment.
• Microsoft Office, Excel proficiency. ​

Depth & Scope:

• Performs a wide range of tasks across multiple areas within a Store location; to include processing customer transactions, opening new accounts and educating customers on all banking products and services
• Delivers end-to-end advice customers expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations
• Utilizes TD's systems and tools to engage with Customers to acquire and deepen relationships by providing advice and guidance to ultimately attract, and retain the customer
• Understands customer financial needs to identify opportunities to promote and educate on products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience
• Accurately completes everyday banking transactions either on the teller line or on the platform while uncovering customer financial needs and educating on products, services and tools or referring to the appropriate expert
• Services the customer, on both the teller line and platform as needed, with the ability to service customers with opening/closing personal deposit accounts, everyday bank transactions, debit card/credit card issues, regulation E, mobile and on-line (digital) banking
• Connects with customers, provides financial advice, and deepens relationships through lead management activities to include the creation & management of self-generated leads, the management of received partner/retail to retail referral leads or campaign leads, customer outreach (outbound calls, relay SMS), setting and/or hosting appointments, and lead prioritization

Education & Experience:

• High school diploma or GED
• 1 year experience working with customers in any capacity and can be demonstrated through any of the following: volunteering, education, military experience preferred
• Demonstrated Customer Service skills preferred
• Ability to work during operating hours to include evenings, weekends and holidays as scheduled
• Teller experience preferred
• Required to complete Teller training and part 1 of platform training upon hire
• Strong organization skills to handle multiple tasks in a fast-paced environment
• Excellent communication skills with ability to be concise, clear and consistent
• Demonstrated effective problem-solving skills
• Demonstrated ability to schedule and prioritize work
• Demonstrated ability to work independently and within deadlines
• Sound judgment in decision making and problem solving
• Proficient in Microsoft Office
• Notary License preferred

Customer Accountabilities:

• Consistently provides legendary customer service while transacting, promoting, educating and referring TD Products to new and existing customers
• Establishes and nurtures customer relationships by consistently displaying product knowledge, actively listening to customer needs while engaging in additional conversations to identify any additional needs and offer a solution or partner referral
• Manages wait times to meet with a Banker by scheduling, rescheduling or canceling client meetings
• Engages in lobby leadership and represents the first point of contact for customer inquiries and helps to orchestrate the customer walk-in traffic and can be the first point of contact for customer resolution or to make appointments to see an expert
• Understands and supports the Bank's customer service strategy
• Considers the impact of decisions on the well-being of TD, its customers and stakeholders
• Drives referrals to Store colleagues and partners to support the broader more complex financial needs of customers
• Ensures tasks are performed within established policy and procedures
• Successfully completes all required job specific, compliance-related training
• Understands, utilizes and follows compliance/risk and control programs
• Ensures ongoing compliance with internal/external audit and regulatory requirements. Provides prompt and comprehensive responses to all external audit, regulator and compliance requests and findings. Maintains appropriate records of action plans
• Is knowledgeable of and complies with TD Code of Conduct

Shareholder Accountabilities:

• Ensures compliance when completing operational activities in accordance with company guidelines and regulations such as Bank Secrecy Act and Patriot Act to minimize risk and protect the customer
• Accurately processescash/deposit/withdrawaltransactions and other account servicing requests
• Decisions & processes everyday transactions such as but not limited to opening/closing, servicing accounts, depositing or cashing checks, reordering a debit card, or updating address
• Ensures compliance with all regulations, policies and procedures adhering to required controls, critical dates and accurate documents
• Applies customer authentication principles, compliance regulations and due diligence to new account openings and transactions
• Accurately and efficiently performs transactions as accountable for cash drawers including maintaining cash limits and securing cashdrawers/stations/balancesout cash drawer and TCR
• Follows policy and procedure for Customer Authentication
• Acts as Dual Control agent when required
• Follows all required open/close procedures

Employee/Team Accountabilities:

• Contributes to a positive work environment by aligning to TD Model, Brand and Culture by participating fully as a member of
• the team
• Be an active participant in personal performance and development activities
• Acts as a brand champion both internally and externally
• Collaborates with team members in contributing to the success of the team and organization
• Partners as a team player
• Actively seeks opportunities to improve delivery of work with high attention to quality standards
• Actively takes ownership of own career and aspirations. Seeks out diverse feedback to continuously develop and enhance skills
• Positively embraces change
• Adheres and participates in TD's Shared Commitments
• Models quality service at every Customer interaction
• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience
• May train and act as a mentor to newer colleagues

Domestic Travel – Occasional
International Travel – Never
Performing sedentary work – Frequent
Performing multiple tasks – Continuous
Operating standard office equipment - Continuous
Responding quickly to sounds – Continuous
Sitting – Frequent
Standing – Frequent
Walking – Frequent
Moving safely in confined spaces – Occasional
Lifting/Carrying (under 25 lbs.) – Occasional
Lifting/Carrying (over 25 lbs.) – Occasional
Squatting – Occasional
Bending – Occasional
Kneeling – Occasional
Crawling - Occasional
Climbing – Occasional
Reaching overhead – Occasional
Reaching forward – Occasional
Pushing – Occasional
Pulling – Occasional
Twisting – Occasional
Concentrating for long periods of time – Continuous
Applying common sense to deal with problems involving standardized situations – Continuous
Reading, writing and comprehending instructions – Continuous
Adding, subtracting, multiplying and dividing – ContinuousThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Our Total Rewards Package

awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Proficient in Spanish and English

• At least 1 year of customer service experience

• Excellent verbal and written communication skills

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

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• College degree or commensurate work experience preferred

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent