Bank Of America Client Service Representative - Retirement Benefits Contact Center 

United States, Arizona, Chandler 

696490956

Job Description:

Job Description:

As a Retirement Benefits Client Services Representative (CSR) you’ll work in an inbound contact center serving our Merrill clients who participate in corporate-sponsored retirement and benefit plans (e.g., defined contribution, defined benefit, health savings accounts, flexible spending account, non-qualified deferred compensation, and equity award service plans). You are 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.

As a Retirement Benefits representative you will provide first-call resolution and will be responsible for providing clients with clear information and specific details on their retirement and benefit plans, as well as error-free processing of financial transactions including stock, money market and mutual fund trades

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

**1st & 2nd Shift Available

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)