Client Services Representative II

3 weeks ago

Fort Worth, Texas, United States Bank of America Full time
Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Our company is built on the principles of Responsible Growth, which drives our commitment to being a great place to work for our teammates around the world.

We are dedicated to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

We believe in the importance of working together and offering flexibility to our employees. Our approach to flexibility depends on the various roles in our organization.

This role 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.

Key Responsibilities:

  • Identify client needs and recommend solutions when fraud has been identified
  • Record data captured during client interactions accurately
  • Identify and escalate through appropriate channels for items requiring risk review, exception handling, or further analysis
  • Read frequent updates and learning materials, often while on the call, and implement into conversations with speed and accuracy
  • Comply with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Required Skills:

  • Attention to Detail
  • Customer Service Management
  • Customer and Client Focus
  • Issue Management
  • Active Listening
  • Adaptability
  • Client Solutions Advisory
  • Data Collection and Entry
  • Problem Solving
  • Account Management
  • Analytical Thinking
  • Client Experience Branding
  • Fraud Management

Education Requirement: High School Diploma / GED / Secondary School or equivalent

Work Schedule: 1st shift (United States of America)

Hours Per Week: 40

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