Bank Of America Wealth Management Field Support Client Service Representative 

United States, New Jersey 

616247329

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
• Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access

Required Qualifications:

• Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives
• Applies strong critical thinking and problem-solving skills to meet clients’ needs
• Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
• Good team player, enthusiastic, and committed
• Ability to work under pressure
• Can learn and understand technology to assist clients with the latest in Digital and Digital banking​
• Experience verbally delivering complex information clearly, concisely, and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
• Must have experience with gathering, absorbing, and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
• Proficiency in Microsoft Word and Excel
• Has the ability to learn and adapt to new information and fully adhere to process, policies, procedures, laws, and regulatory requirements during all interactions, while working in a fast-paced production environment
• Comfortable receiving ongoing performance feedback and coaching
• Must be flexible to work various shifts; Monday – Friday, 8:30 am – 6:30 pm EST; 40 hours per week

Desired Qualifications:

• Experience in a call center or a financial/banking center
• Knowledge of financial terms and concepts
• 1+ years of customer service experience​

Skills:

• Account Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Problem Solving
• Risk Management
• Attention to Detail
• Business Acumen
• Valuation Ethics and Practice Standards

1st shift (United States of America)