Client Services Representative II--Bilingual (Spanish)

Bank of America•Phoenix, AZ

About The Position

At Bank of America, the Client Services Representative II helps clients with routine requests through inbound calls, chats, and emails. The role involves working in a challenging contact center environment, maintaining accuracy while multitasking and navigating multiple systems, and communicating resolutions to deliver a positive client experience. The representative answers client questions, resolves problems, provides appropriate account maintenance, and looks for opportunities to deepen client relationships through digital solutions. The role also identifies client needs and recommends solutions when fraud is identified; records interaction data accurately; and escalates matters requiring risk review, exception handling, or further analysis. Representatives must keep up with frequent updates and learning materials, including while on calls, and apply them accurately and promptly. They must comply with industry regulations, bank procedures, system integrity requirements, and financial controls. The position is in an inbound contact center and follows a Tuesday-through-Saturday schedule. Initial training is scheduled January 11 through March 10, 8:30 a.m.–5:00 p.m.; Skill Up training is March 11 through April 7, 9:30 a.m.–6:00 p.m. Permanent schedules begin April 8 or April 11. The stated start date is January 11, 2007. Bank of America describes an in-office culture, with workplace expectations and flexibility based on role responsibilities and business needs; internal employees currently working from home may be required to work onsite if selected.

Requirements

Proficient in English and Spanish.
At least 1 year of customer/client service experience, including experience handling difficult client situations.
At least an intermediate level of proficiency with computers and current technology.
Ability to understand how life events can affect a client’s financial situation and to advise on solutions and analyze or resolve complex client problems creatively.
Commitment to excellent attendance, proven reliability, and adherence to the agreed work schedule.
Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
Ability to communicate effectively and confidently with clients using plain language, build rapport, anticipate questions, share information, and handle objections.
Comfort with ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
High school diploma, GED, secondary school, or equivalent.
Availability for the stated Tuesday-through-Saturday schedule and required training schedule.

Nice To Haves

At least 1 year of experience in the banking or financial industry.
At least 1 year of experience working in a client service capacity.

Responsibilities

Resolve routine client requests through inbound calls, chats, and emails.
Answer client questions, resolve problems, and provide appropriate account maintenance.
Identify client needs and recommend solutions when fraud has been identified.
Record data captured during client interactions accurately.
Identify and escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
Read frequent updates and learning materials, including while on calls, and implement them in client conversations accurately and promptly.
Look for opportunities to deepen client relationships through digital solutions.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Communicate resolutions while delivering a positive client experience.