Client Services Representative II

4 days ago


Phoenix, Arizona, United States Bank of America Full time

Job Summary:

Bank of America is seeking a Client Services Representative II to join our team in a retail banking environment. As a Client Services Representative II, you will be responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment.

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

Requirements:

  • Display passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients' financial lives
  • Fully understand how life events can impact a client's financial situation and be prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
  • Commitment to excellent attendance with proven reliability and adhere to the agreed-upon work schedule
  • Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
  • Communicate effectively and confidently with all clients to make their financial lives better
  • 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
  • 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
  • Has 1+ years of customer/client service experience, including experience handling difficult client situations

Preferred Qualifications:

  • 1+ years of experience in the banking/financial industry
  • 1+ years of experience working in a client service capacity

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


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