Bank Of America Wealth Management Client Care- Service Representative 

United States, Florida, Jacksonville 

548734152

Job Description:

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:

• Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
• 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
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Ability to handle confidential matters and sensitive information in a responsible manner
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• 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
• Ability to work under pressure
• Can learn and understand technology to assist clients with the latest in Digital and Digital banking​
• Ability to engage with clients while navigating multiple screens – 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
• Must be flexible to work various shifts; Monday – Sunday , 7:00 am – 11:00 pm EST; 40 hours per week

** 2nd shift **

11:30 AM - 8:00 PM Eastern Sunday - Thursday

11:30 AM - 8:00 PM Eastern Tuesday - Saturday

Desired Qualifications:

• Experience working in a client focused environment, call center or a financial/banking center
• Customer service experience
• Understands Retirement plans and products
• Knowledge of financial terms and concepts
• Bilingual Spanish

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

2nd shift (United States of America)