Client Services Representative II

3 weeks ago


Phoenix, Arizona, United States Disability Solutions Full time

Company Overview

At Bank of America, we are driven by a shared purpose to help make financial lives better through the power of every connection. Our commitment to responsible growth enables us to deliver for our clients, teammates, communities, and shareholders every day.

We believe in being a great place to work for our teammates around the world. We strive to be a diverse and inclusive workplace for everyone, investing heavily in our teammates' and their families' well-being. By offering competitive benefits, we support their physical, emotional, and financial health.

Job Description

This role is responsible for resolving routine client requests via phone calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging setting, ensuring accuracy, using logic, multitasking, toggling between systems, and communicating resolutions while delivering exceptional client experiences.

Key expectations include providing seamless service delivery by answering client questions, resolving problems, performing account maintenance, and identifying opportunities to deepen relationships through digital solutions.

  • Identifies client needs and recommends solutions when fraud is detected.
  • Accurately records data captured during client interactions.
  • Escalates items requiring risk review, exception handling, or further analysis through appropriate channels.
  • Stays up-to-date with frequent updates and learning materials, implementing them into conversations with speed and accuracy.
  • Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.


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