Client Services Representative II
<div class="job-description-body__internal job__external js-job-description-body-internal"><p><b>Job Description:</b></p><p></p><p></p><p>At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.<br><br>Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.<br><br>Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.<br><br>At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!<br><br> </p><p><b>Job Description:</b><br>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.</p><p></p><p><b>Responsibilities:</b></p><p></p><ul><li>Identifies client needs and recommends solutions when fraud has been identified</li><li>Records data captured during client interactions accurately</li><li>Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis</li><li>Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy</li><li>Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls</li></ul><p></p><p><b>Required Qualifications:</b></p><ul><li>Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives</li><li>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</li><li>Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule</li><li>Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays</li><li>Communicates effectively and confidently with all clients to make their financial lives better</li><li>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</li><li>Comfortable receiving ongoing performance feedback and coaching</li><li>Ability to learn and adapt to new information and technology platforms</li><li>Minimum of an intermediate level of proficiency with computers and current technology</li><li>1+ years of customer/client service experience, including experience handling difficult client situations</li></ul><p></p><p><b>Desired Qualifications:</b></p><ul><li>1+ years of experience in the banking/financial industry</li><li>1+ years of experience working in a client service capacity</li></ul><p></p><p><b>Skills:</b></p><ul><li>Attention to Detail</li><li>Customer Service Management</li><li>Customer and Client Focus</li><li>Issue Management</li><li>Active Listening</li><li>Adaptability</li><li>Client Solutions Advisory</li><li>Data Collection and Entry</li><li>Problem Solving</li><li>Account Management</li><li>Analytical Thinking</li><li>Client Experience Branding</li><li>Fraud Management</li></ul><p></p><p><b>Minimum Education Requirement:</b> High School Diploma / GED / Secondary School or equivalent</p><p></p><p></p><p><b>Shift:</b></p>1st shift (United States of America)<p></p><p></p><p><b>Hours Per Week: </b></p>40</div>
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