Client Services Representative II

Job Overview:

This role is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. The position requires ensuring accuracy, logical reasoning, multitasking, toggling between systems, and communicating resolutions while delivering a great client experience.

• 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.

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

Pay range: $25.00 – $27.88 per hour, based on experience, education, and skill set. Base salary only; no incentive eligibility. Benefits eligible.

Shift: 1st shift (United States of America). Hours per week: 40.

Location:

1351 N Town Center Dr, Las Vegas, NV 89190.

Minimum Education Requirement:
High School Diploma / GED / Secondary School or equivalent. Internal employees who are currently working from home are still eligible to apply; however, if selected, you may be required to work onsite in accordance with the workplace excellence policy.

Bank of America is an equal opportunity employer committed to providing a diverse and inclusive workplace for all employees.

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