Client Services Representative II Bilingual Spanish

Bank of America•Las Vegas, NV

10d•$25 - $28

About The Position

At Bank of America, the Client Services Representative II supports the company’s purpose of helping make financial lives better through client connections and Responsible Growth. This role resolves routine client requests in an inbound contact center through calls, chats, or emails. It requires working accurately in a challenging environment, using logic, multitasking, and toggling between systems while communicating resolutions and delivering a positive client experience. The representative answers client questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen relationships through digital solutions. The position focuses on Spanish- and English-language service and supports clients dealing with identified fraud. Bank of America describes an in-office culture designed to support collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. Internal employees currently working from home may apply, but selected candidates may be required to work onsite under the workplace excellence policy. The role is based at 1351 N Town Center Dr, Las Vegas, Nevada, and is scheduled for 40 hours per week on first shift. Compensation is $25.00–$27.63 per hour, determined based on experience, education, and skill set. The position receives a base salary and is not incentive eligible. It is benefits eligible and includes access to paid time off and employee resources and support.

Requirements

Proficiency in English and Spanish.
At least 1 year of customer or client service experience, including experience handling difficult client situations.
Demonstrated passion, integrity, commitment, and drive to deliver positive, differentiated service.
Ability to understand how life events can affect a client’s financial situation and to advise on solutions and analyze and resolve complex client problems creatively.
Excellent attendance, proven reliability, and ability to adhere to the agreed work schedule.
Dependable team-player attitude and willingness to handle calls immediately, including on weekends and holidays.
Effective and confident communication with clients.
Ability to engage clients, begin conversations, anticipate questions, proactively 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 education, 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

Resolve routine client requests through calls, chats, or emails in an inbound contact center environment.
Answer client questions, resolve problems, and provide appropriate account maintenance.
Identify opportunities to deepen client relationships through digital solutions.
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 a call, and apply them to conversations with speed and accuracy.
Comply with industry regulations, bank procedures, departmental system integrity levels, and financial controls.
Communicate effectively with clients, build rapport, anticipate questions, share information in plain language, and handle objections.