Bilingual Credit Assistance Senior Specialist

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 impact 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!

This job is responsible for providing credit assistance and solutions to our clients while working in any stage of delinquency or in multiple stages, typically supporting just one or two product types. Key responsibilities include providing peer leadership, guidance, and coaching to team members and handling administrative and account maintenance responsibilities. Job expectations include applying a knowledge of regulatory and compliance requirements, leading peer groups, advocating for overall team success, adapting to change, and leading by example.

• Reaches out to delinquent or high-risk clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment plans on outstanding debt that benefits both the client and lender
• Works with clients in a positive and professional manner to establish full balance repayment plans or settlements
• Works with clients to establish full balance repayment plans or settlements
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses
• Conducts special research and other project assignments as needed

• Proficient in Spanish and English
• Current or Recent CVL Estate call handling experience
• Current or previous customer delight experience
• Demonstrated organization skills in a fast-paced environment including ability to multitask and attention to detail, including with quality score results
• Strong communication, empathy, and problem-solving skills
• Goal driven and results oriented
• Ability to work well in a team-oriented environment
• Ability to embrace change
• Proficiency with Office application such as Excel

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Interpret Relevant Laws, Rules, and Regulations
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Liquidity Management
• Fiscal Responsibility

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

Shift: 1st shift (United States of America)

Hours Per Week: 40