Client Services Representative II

Bank of America•Rio Rancho, NM

About The Position

At Bank of America, the Client Services Representative II resolves routine client requests in an inbound contact center through calls, chats, or emails. The role requires accuracy, sound judgment, multitasking, moving between systems, and communicating resolutions while delivering a positive client experience. The representative answers questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The position focuses on understanding client needs, including situations involving identified fraud, and recommending solutions. Representatives document interactions accurately, escalate matters requiring risk review or further analysis, and keep up with frequent updates and learning materials while applying them in client conversations. The role operates under applicable industry regulations, bank procedures, system integrity standards, and financial controls. Bank of America maintains an in-office culture; employees currently working from home may apply, but selected candidates may be required to work onsite under the workplace excellence policy.

Requirements

High school diploma, GED, secondary school, or equivalent.
At least 1 year of customer/client service experience, including handling difficult client situations.
Passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Ability to understand how life events affect a client’s financial situation and actively advise on solutions and analyze or resolve complex client problems creatively.
Excellent attendance, proven reliability, and ability to adhere 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.
Ability to engage clients, initiate conversations, anticipate questions, share information in plain language, build rapport, and handle objections.
Comfort receiving ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
At least intermediate proficiency with computers and current technology.
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, and fraud management.

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, or emails while delivering a positive client experience.
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 apply them with speed and accuracy.
Comply with industry regulations, bank procedures, department system integrity standards, and financial controls.
Look for opportunities to deepen client relationships through digital solutions.