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Client Services Representative II - Retail Banking - 1st Shift

AT Bank of America
Bank of America

Client Services Representative II - Retail Banking - 1st Shift

Phoenix, AZ

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted 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.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

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Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
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.

Responsibilities:

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

Required Qualifications:

  • Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients' financial lives
  • 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
  • Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
  • Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
  • Communicates 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

Desired 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

Class Start Date: January 21, 2025

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

Shift:
1st shift (United States of America)

Hours Per Week:
40

Client-provided location(s): Phoenix, AZ, USA
Job ID: BankOfAmerica-JR-24043202
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • FSA
    • HSA
    • On-Site Gym
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
    • Sabbatical
  • Financial and Retirement

    • Performance Bonus
    • Company Equity
    • 401(K) With Company Matching
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program