Client Services Representative II

Bank of America•Las Vegas, NV

10d•$25 - $28•Onsite

About The Position

At Bank of America, the Client Services Representative II resolves routine client requests in an inbound contact center through calls, chats, or emails. The role requires working in a challenging environment, maintaining accuracy, using logic, multitasking, toggling between systems, and communicating resolutions while delivering a positive client experience. The representative answers questions, resolves problems, provides appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The position is based at 1351 N Town Center Dr, Las Vegas, Nevada. It is a 1st-shift role with a 40-hour workweek. The position is compensated with a base hourly wage of $25.00–$27.63 and is not incentive eligible. The role is benefits eligible.

Requirements

At least 1 year of customer or client service experience, including experience handling difficult client situations.
Demonstrate passion, integrity, commitment, and drive to deliver 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-upon work schedule.
Have a dependable, team-player attitude and understand that calls must be handled immediately, including on weekends and holidays.
Communicate effectively and confidently with clients.
Engage clients by beginning conversations, anticipating questions, sharing information in plain language, building rapport, and handling objections.
Be comfortable receiving ongoing performance feedback and coaching.
Be able to learn and adapt to new information and technology platforms.
Have at least an intermediate level of proficiency with computers and current technology.
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 inbound calls, chats, or emails.
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 calls, and apply them to conversations accurately and quickly.
Comply with industry regulations, bank procedures, system integrity requirements, and financial controls.