Client Services Representative II - 2nd Shift

Bank of America•Richmond, VA

13d•Onsite

About The Position

At Bank of America, the role supports the company’s purpose of helping make financial lives better and its commitment to Responsible Growth, an inclusive culture, teammate wellness, and in-office collaboration. The company offers opportunities to learn, grow, and make an impact. The Client Services Representative II resolves routine client requests through calls, chats, or emails in an inbound contact center. The role requires accuracy, sound judgment, multitasking, navigating multiple systems, and communicating resolutions while providing a strong client experience. The representative answers questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. This position is based at the Villa Park Operations Center in Richmond, Virginia. The schedule is a 40-hour, second-shift schedule, with one of two specified Sunday–Thursday or Saturday–Tuesday patterns. A 12-week mandatory attendance training period applies. The schedule may change based on business needs and availability at offer. Internal employees currently working from home may apply, but selected candidates may be required to work onsite under the workplace excellence policy. The position pays $25.00–$27.63 per hour. Offers are determined by experience, education, and skill set. Compensation is base salary and is not incentive eligible. The role is benefits eligible and includes access to paid time off and other employee resources and support.

Requirements

At least 1 year of customer or client service experience, including handling difficult client situations.
Demonstrated passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Ability to understand how life events can affect a client’s financial situation and actively 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 on weekends and holidays.
Effective and confident communication with clients.
Ability to engage clients, begin 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.
High school diploma, GED, secondary school credential, or equivalent.
Availability for a 12-week mandatory attendance training period and the stated second-shift 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, or emails.
Answer client questions, resolve problems, and provide appropriate account maintenance.
Identify client needs and recommend solutions when fraud has been identified.
Look for opportunities to deepen client relationships through digital solutions.
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, including while on calls, and implement them quickly and accurately in client conversations.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Deliver seamless service by communicating resolutions and providing a positive client experience.