Client Services Representative II- Utica, NY- 2nd Shift

Bank of America•Utica, NY

13d•Onsite

About The Position

At Bank of America, this role supports the company’s purpose of helping make financial lives better through client connections and responsible growth. The position works in an inbound contact center and resolves routine client requests by phone, chat, or email. It requires accuracy, sound judgment, multitasking, switching between systems, and clear communication while delivering a positive client experience. The representative answers client questions, resolves problems, performs appropriate account maintenance, and looks for opportunities to deepen relationships through digital solutions. The role also involves identifying client needs and recommending solutions when fraud has been identified, capturing interaction data accurately, and escalating cases requiring risk review, exception handling, or further analysis. Representatives must keep up with frequent updates and learning materials and comply with industry regulations, bank procedures, system integrity requirements, and financial controls. This is a 40-hour-per-week, second-shift role based in Utica, New York. Bank of America maintains an in-office culture, and selected candidates may be required to work onsite under its workplace excellence policy. The position is benefits eligible and 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.

Requirements

At least 1 year of customer or client service experience, including handling difficult client situations.
Intermediate-level proficiency with computers and current technology.
Excellent attendance, proven reliability, and ability to adhere to an agreed-upon work schedule.
Ability to handle calls 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.
Ability to understand how life events can affect clients’ financial situations and advise on solutions while analyzing and resolving complex client problems creatively.
Ability to receive ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
Passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Dependable team-player attitude.

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.
Record data captured during client interactions accurately.
Identify and escalate matters requiring risk review, exception handling, or further analysis.
Read frequent updates and learning materials, including 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.
Look for opportunities to deepen client relationships through digital solutions.