Client Services Representative II--Bilingual (Spanish)

Bank of America•Phoenix, AZ

About The Position

At Bank of America, the Client Services Representative II helps resolve routine client requests in an inbound contact center environment through calls, chats, or emails. The role requires accuracy, logical thinking, multitasking, switching between systems, and communicating resolutions while delivering a strong client experience. The representative answers questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The role involves identifying client needs and recommending solutions when fraud is identified; recording interaction data accurately; escalating matters requiring risk review, exception handling, or further analysis; keeping up with frequent updates and learning materials; and complying with industry regulations, bank procedures, departmental system integrity requirements, and financial controls. The position is scheduled Tuesday through Saturday, 9:30 a.m. to 6:00 p.m. Training is scheduled from January 11 through March 10, 8:30 a.m. to 5:00 p.m., followed by Skill Up Training from March 11 through April 7, 9:30 a.m. to 6:00 p.m. Permanent schedules start April 8 or April 11. The listed start date is January 11, 2007. The position is part of Bank of America's in-office culture; internal employees currently 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 provide positive, differentiated service that improves clients’ financial lives.
Understand how life events can affect clients’ financial situations 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 work schedule.
Have a dependable, team-oriented attitude and understand that calls must be handled immediately, including on weekends and holidays.
Communicate effectively and confidently with clients.
Engage clients by initiating 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

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.
Escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
Read frequent updates and learning materials, often while on calls, and apply them accurately and quickly in client conversations.
Comply with industry regulations, bank procedures, departmental system integrity requirements, and financial controls.