Credit Assistance Specialist Consumer Vehicle Lending 1st Shift jobs at Bank Of America in United States, Phoenix

This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.

LOB Job Description:

​Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.

Responsibilities:

• ​Initiate maintenance on accounts.

• Provide Excellent Customer Treatment.

• Process Client initiated forms.

• Assist with all issues that may arise.

Required Qualifications:

• 6+ Months call center experience

• ​Strong customer service skills

• Flexible and willing to respond positively to change

• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently

• Excellent written and oral communication skills

• Ability to de-escalate difficult client situations

• Ability to multi-task as business needs dictate with phone and typing required

• Ability to work in a client based environment meeting goals

• Flexible with schedule as business needs arise

• Must have a strong and positive work ethic and follow Bank of America's Core Values

• Must be flexible and adapt quickly to change

Other Qualifications:

• After 90 day probation period you may be required to work in office weekly and work from home up to 5 days a month, 1 day per week.

• Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

• Sufficient room to set up a laptop, monitor, keyboard and mouse

• Comfortable space to work for a full shift

• Quiet, private and SECURE space in which to work

​

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

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 English/ Spanish

• 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

This job is responsible for performing risk assessment and repayment capacity analysis (i.e., financial, borrower, industry, etc.) and preparing transaction justification for moderately complex/complex transactions with limited oversight. Key responsibilities include documenting credit analysis, independently assessing historic and projected borrower financial information, evaluating adherence to policy and procedure, providing loan structure analysis and recommendations, and monitoring portfolio performance.

Responsibilities:

• Evaluates credit worthiness and provides analysis and decisioning on whether a client should receive a credit facility
• Partners with Credit Officers, Relationship Management, and Risk teammates to assess and deliver credit solutions
• Monitors the client's operating performance and financial condition, proactively identifying issues and opportunities
• Delivers financial modeling, loan structure, industry, economic, and other analysis to team members to support the loan decision-making process
• Ensures adherence to credit policies, guidelines, procedures, and applicable regulatory requirements
• Analyze financial statements, cash flow projections, and industry trends specific to agriculture and food-related businesses.
• Maintain up-to-date knowledge of market conditions, commodity pricing, and regulatory developments affecting agribusiness lending.
• Escalates and debates deteriorating assets in partnership with the Special Assets Group and Risk as appropriate
• Participates in Regional and Market meetings to communicate credit delivery best practices and results
• Participate with RM or CO's to negotiate Credit Agreements & loan documents, as needed.

Required Qualifications:

• 5-7 plus years of solid experience in Commercial Banking performing financial analysis, structuring, underwriting and portfolio management
  ,
  preferably with prior credit approval authority.
• Strong communication and analytical/technical skills, including financial accounting, modeling and loan structuring.
• Formal commercial credit training OR equivalent work experience.
• Prior experience in a high-volume production environment

Desired Qualifications:

• Knowledgeable of the closing process & timeline for all types of loans (i.e. real estate, revolvers, etc.)
• Prior leadership and credit management experience.
• Superior teamwork skills in the commercial market space.
• Bachelor's degree, Master’s Degree preferred, in business administration, finance, accounting or economics

Skills:

• Attention to Detail
• Credit and Risk Assessment
• Financial Analysis
• Underwriting
• Written Communications
• Analytical Thinking
• Credit Documentation Requirements
• Financial Forecasting and Modeling
• Recording/Organizing Information
• Business Acumen
• Collaboration
• Collateral Management
• Loan Structuring
• Prioritization

High School Diploma / GED / Secondary School or equivalent

Job Description:

Job Description:
This job is responsible for originating loans for clients with residential mortgage needs and is the primary lending specialist working full time within the financial center. Key responsibilities include delivering First Mortgage and HELOC lending products in person or by telephone and providing products such as Auto Loans, Credit Cards and Core Banking products. Job expectations include effectively balancing sales performance, operational risk, and client relationship care.
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.

• Provides specialized and personalized service offering advice and guidance to financial center clients through the full spectrum of borrowing and banking offerings at each stage of client's life plan
• Builds and deepens relationships with new and existing clients by leveraging the full capabilities of the bank
• Analyzes the client's financial needs and applies knowledge of borrowing and banking to recommend financial services that best align with the client's unique priorities
• Presents potential home lending product solutions, submits the mortgage application, assists clients with gathering supporting loan documentation, and keeps clients informed throughout the mortgage loan process through outbound calls, email, and online messaging
• Connects with clients through outreach and pipeline management activities and conducts consistent follow-up routines to meet client needs
• Responds to client requests and makes referrals to appropriate internal partners based on client needs
• Partners with financial center leaders, performance managers, and market leaders to provide specialized guidance and coaching to financial center associates regarding delivery of an exceptional client experience

Required Qualifications:

• Minimum of 2 years of mortgage origination experience. In lieu of this requirement, has previously held the role of:
  • Home Service Specialist II, Lending Client Associate, Lending Client Support Manager, Lending Specialist, Senior Banker, Business Solutions Advisor or Financial Solutions Advisor at Bank of America for 1 year
• Knowledge of credit and home lending requirements
• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.
• Communicates professionally, effectively, and confidently and is comfortable engaging all clients in person and over the phone.
• Is a critical thinker and can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information.
• Has effective customer service skills with ability to manage the full client end-to-end experience and problem resolution.
• Strong written and verbal communications skills.
• Ability to handle ambiguity and adapt to changing circumstances.
• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.
• Can be flexible to work weekends and/or extended hours as needed.
• A true team player and collaborator, translating knowledge and experience into strong and productive relationships internally and externally.
• Ability to learn and understand technology.
• Demonstrates a commitment to professional ethics and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State compliance policies.

Desired Qualifications:

• Experience working in a financial center where goals were met or exceeded.
• Knowledge in analyzing and comprehending complex financial data and providing financial alternatives.
• Knowledge of banking products and services.
• Solid time management skills and the ability to organize, prioritize and perform multiple tasks simultaneously.
• Experience in a loan origination role in a retail environment and knowledge of
• Mortgage Products (Conventional, Jumbo and HELOC, Government)
• Structuring, Processing, underwriting and closing procedures
• Federal regulations governing real estate lending
• FHA and HUD guidelines
• Other Lending Products (Credit Card, Vehicle Loans)
• Strong computer skills including MS applications and previous experience utilizing laptop technology.

Skills:

• Client Management
• Client Solutions Advisory
• Customer and Client Focus
• Referral Identification
• Risk Management
• Client Experience Branding
• Credit Documentation Requirements
• Credit and Risk Assessment
• Pipeline Management
• Referral Management
• Attention to Detail
• Collaboration
• Issue Management
• Prospecting
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Required Qualifications:

• 1+ years of customer/client service experience, including experience handling difficult client situations

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 1+ years of experience working in a client service capacity​

Skills:

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Required Qualifications:

• 1+ years of customer/client service experience, including experience handling difficult client situations

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 1+ years of experience working in a client service capacity​

Skills:

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

High School Diploma / GED / Secondary School or equivalent