Bank Of America Client Services Representative II - Small 

United States, Arizona, Phoenix 

541038602

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:

• 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.

• • Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.

• • Has a 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.

• • Has the 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.

• • Is comfortable receiving ongoing performance feedback and coaching.

• • Has the ability to learn and adapt to new information and technology platforms.

• • Has at least an intermediate level of proficiency with computers and current technology.

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

Desired Qualifications:

• 1+ years of experience in the banking/financial industry.

• • 1+ years of experience working in a client service capacity.

Skills Used in this Role:

• Customer Service

• Customer Focus

• Active Listening

• Multitasking

• Critical Thinking

• Oral Communication

• Learning Agility

• Time Management

• Consumer Products and Solutions

• Credit Risk

Regular Hours:Monday-Friday, 11:30 am to 8:00 pm

Start Date: 8/19/2024

1st shift (United States of America)