Client Services Representative II - Bilingual Spanish Required

Bank of America•Rio Rancho, NM

About The Position

At Bank of America, the Client Services Representative II resolves routine client requests through calls, chats, or emails in an inbound contact center environment. The role requires working in a challenging environment with accuracy, sound judgment, multitasking, and frequent switching between systems, while communicating resolutions and delivering a great client experience. The representative answers client questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The position requires proficiency in both English and Spanish. It is a 40-hour-per-week, first-shift role. Bank of America describes an in-office culture supporting collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. Current employees working from home may apply, but selected candidates may be required to work onsite under the workplace excellence policy.

Requirements

Display passion, integrity, commitment, and drive to deliver positive, differentiated service that improves clients’ financial lives.
Understand how life events can affect a client’s financial situation and be prepared to advise on solutions and analyze and resolve complex client problems creatively.
Demonstrate excellent attendance and reliability, and adhere to the agreed-upon work schedule.
Be a dependable team player who understands that calls must be handled immediately, including weekends and holidays.
Communicate effectively and confidently with clients.
Engage clients by starting conversations, anticipating questions, sharing information in plain language, building rapport, and handling objections.
Be comfortable receiving ongoing performance feedback and coaching.
Learn and adapt to new information and technology platforms.
Have at least intermediate proficiency with computers and current technology.
Have at least 1 year of customer or client service experience, including experience handling difficult client situations.
Be proficient in English and Spanish.
Have a high school diploma, GED, secondary school qualification, or equivalent.

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

Identify client needs and recommend solutions when fraud has been identified.
Accurately record data captured during client interactions.
Identify and escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
Read frequent updates and learning materials, often while on calls, and implement them in conversations with speed and accuracy.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Answer client questions, resolve problems, and provide appropriate account maintenance.
Look for opportunities to deepen client relationships through digital solutions.