Client Services Representative Ii - 2nd Shift jobs at Bank Of America in United States, Richmond

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Investigate Office of Foreign Assets Control (OFAC) alerts for both domestic and international consumer, commercial and wholesale bank businesses or services functions

• Reviewing and processing OFAC transactions to meet compliance requirements

• Performs item processing functions under moderate supervision within a process that has built-in checks and balances.

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.

• Basic level reporting

• Assists with coordination of implementation for products, services, and operational solutions

• Supports the design, documentation, implementation, and monitoring of new products and services

• Provides guidance regarding procedural, technical, and operational changes

• Expands business products knowledge within operations environment

• Builds network by developing relationships with partners and teammates

• Inspects data to identify issues and trends

• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year experience in finance and/or compliance.

• Must have experience working in a highly regulated production environment.

• Ability to remain focused in a repetitive environment.

• Ability to navigate through multiple systems while maintaining data integrity

• Analytical and detail oriented; ability to make accurate and timely decisions

• Good oral and written communications skills

• PC proficiency and excellent keyboarding/typing skills/data entry

• Ability to work independently, as well as, within a team

• Overtime as required

Desired Qualifications:

• Previous Economic Sanctions, AML, Wire Transaction and/or previous Compliance experience highly desired.

• College degree or equivalent work experience desired

• Strives to bring new thoughts and ideas to teams in order 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:

• Attention to Detail

• Customer and Client Focus

• Monitoring, Surveillance, and Testing

• Process Performance Management

• Research

• Adaptability

• Business Analytics

• Critical Thinking

• Reporting

• Written Communications

• Data Management

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Effectiveness

• Strategic Thinking

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 analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Investigate Office of Foreign Assets Control (OFAC) alerts for both domestic and international consumer, commercial and wholesale bank businesses or services functions

• Reviewing and processing OFAC transactions to meet compliance requirements

• Performs item processing functions under moderate supervision within a process that has built-in checks and balances.

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.

• Basic level reporting

• Assists with coordination of implementation for products, services, and operational solutions

• Supports the design, documentation, implementation, and monitoring of new products and services

• Provides guidance regarding procedural, technical, and operational changes

• Expands business products knowledge within operations environment

• Builds network by developing relationships with partners and teammates

• Inspects data to identify issues and trends

• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year experience in finance and/or compliance.

• Must have experience working in a highly regulated production environment.

• Ability to remain focused in a repetitive environment.

• Ability to navigate through multiple systems while maintaining data integrity

• Analytical and detail oriented; ability to make accurate and timely decisions

• Good oral and written communications skills

• PC proficiency and excellent keyboarding/typing skills/data entry

• Ability to work independently, as well as, within a team

• Overtime as required

Desired Qualifications:

• Previous Economic Sanctions, AML, Wire Transaction and/or previous Compliance experience highly desired.

• College degree or equivalent work experience desired

• Strives to bring new thoughts and ideas to teams in order 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:

• Attention to Detail

• Customer and Client Focus

• Monitoring, Surveillance, and Testing

• Process Performance Management

• Research

• Adaptability

• Business Analytics

• Critical Thinking

• Reporting

• Written Communications

• Data Management

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Effectiveness

• Strategic Thinking

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 analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Analyzing wire instructions to successfully repair complex wire payments
• Adhering to production standards set internally within the business unit, while executing procedures and maintaining a high level of accuracy
• Ability to learn and understand payment processing, including the lifecycle and format of a wire, the wire transfer product, and wire settlement flows
• Ability to navigate multiple processing applications during research and exception processing
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year experience with Wires or research and analysis experience in a production environment
• Ability to multitask using various systems/applications
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Strong ability to work both independently and collaboratively
• Excellent communication/organizational skills
• Proficient work experience with Microsoft Office Suite, especially Excel.
• Schedule is11pm to 8am
• Overtime as needed

Desired Qualifications:

• Knowledge with any of the following software is a plus: WTX, ARIES, JIRA, Intix Applications, eTask, SWIFT
• Working knowledge of payment investigation systems
• Financial industry experience
• Strives to bring new thoughts and ideas to the team to drive innovation and unique solutions

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking

This job is responsible for managing a unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving highly complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include managing employee performance, development, talent planning, and overseeing the budget, expenses, reporting, and forecasting.

Responsibilities:

• The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels.
• The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.
• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence
• Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Schedule is 11pm - 8am
• 3+ years supervisory experience
• Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience.
• Performance management experience
• Strong attention to detail and problem-solving skills.
• Effective planning, time management and organizational skills
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

Desired Qualifications:

• Knowledge of the following software is a plus: WTX, ARIES, JIRA, Intix Applications, eTask, SWIFT
• Six Sigma
• Project Management skills

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Line of Business Job Description:

The Global Payment Operations (GPO) organization supports Global Wire transfer and ACH payments for internal and external clients across multiple time zones and currencies through various channels. This is managed through 7 COEs to drive global consistent processing and platforms. The COEs are responsible for supporting STP, handling Non-Straight-Through items, overdraft exceptions, investigations, reporting, initiative support, sanctions screening, monitoring payment flows 24X7 and Fraud Analytics & Alert Management in accordance with established policies.

Required Qualifications:

• 2nd Shift - Schedule for this role is Monday - Friday 12:00 PM - 9:00 PM and may include Holidays and weekend work as needed.

• Minimum of 12 months customer service experience

• Able to demonstrate a high level of professionalism over the phone, email and in person

• Attention detail and strict adherence to policy and procedures

• Flexible and willing to respond 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

Skills:

• Analytical Thinking

• Client Experience Branding

• Customer and Client Focus

• Due Diligence

• Research

• Attention to Detail

• Data Collection and Entry

• Policies, Procedures, and Guidelines

• Referral Management

• Written Communications

• Adaptability

• Business Intelligence

• Investigation Management

• Issue Management

• Relationship Building

High School Diploma / GED / Secondary School or equivalent