Client Services Representative II

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth.

We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths—whether shaped by military service, community college education, or a wide range of work and life experiences.

These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impacting the communities we serve. Bank of America is committed to an in‑office culture that supports collaboration, engagement, and career development. Our approach includes clear in‑office expectations, while providing an appropriate level of flexibility based on role‑specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Join us!

• Tuesday
  - Friday (12:30 PM to 9:00 PM) & Saturday (10:30 AM to 7:00 PM)
• Monday
  - Thursday (12:30 PM to 9:00 PM) & Sunday (10:30 AM to 7:00 PM)

• Identify client needs and recommend solutions when fraud has been identified
• Record data captured during client interactions accurately
• Identify and elevate 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

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

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

• 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

High School Diploma / GED / Secondary School or equivalent

2nd shift (United States of America)

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