Client Services Representative II - 2nd shift

　　Phoenix, Arizona

　　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.

　　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 role is responsible for the resolution of routine client requests by answering calls, chats or emails in an inbound contact center environment. These individuals work in a fast paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, provide appropriate account maintenance, and look for opportunities to deepen relationships through digital solutions.

　　A Client Services Representative (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

　　You’re the kind of person that (required skills):

　　• 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.

　　• Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.

　　• Has a 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.

　　• Has the 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.

　　• Is comfortable receiving ongoing performance feedback and coaching.

　　• Has the ability to learn and adapt to new information and technology platforms.

　　• Has at least an intermediate level of proficiency with computers and current technology.

　　• Has 1+ years of customer/client service experience, including experience handling difficult client situations.

　　You’ll be more prepared if you have (desired skills):

　　• 1+ years of experience in the banking/financial industry.

　　• 1+ years of experience working in a client service capacity.

　　Skills Used in this Role:

　　• Customer Service

　　• Customer Focus

　　• Active Listening

　　• Multitasking

　　• Critical Thinking

　　• Oral Communication

　　• Learning Agility

　　• Time Management

　　• Consumer Products and Solutions

　　• Credit Risk

　　Class Start Date: March 25, 2024

　　Shift:

　　2nd shift (United States of America)

　　Hours Per Week:

　　40

　　Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

　　To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

　　To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

　　Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

　　To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .