Client Services Representative II - Bilingual Spanish Required

Bank of America•Rio Rancho, NM

About The Position

At Bank of America, this role resolves routine client requests in an inbound contact center through calls, chats, or emails. The position requires working in a challenging environment while maintaining accuracy, using logic, multitasking, switching between systems, and communicating resolutions in a way that delivers a strong client experience. The representative answers client questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The role focuses on identifying client needs and recommending solutions when fraud is identified. Representatives accurately record information from client interactions, escalate issues requiring risk review, exception handling, or further analysis, and keep up with frequent updates and learning materials while applying them quickly and accurately in client conversations. They must comply with industry regulations, bank procedures, department system integrity standards, and financial controls. Bank of America describes an in-office culture intended to support collaboration, engagement, and career development, with flexibility determined by 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.

Requirements

High School Diploma, GED, secondary school, or equivalent.
At least 1 year of customer/client service experience, including experience handling difficult client situations.
Proficiency in English and Spanish.
Intermediate-level proficiency with computers and current technology.
Demonstrated passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Ability to understand how life events affect clients’ financial situations and actively advise on solutions while analyzing and resolving complex client problems creatively.
Excellent attendance, proven reliability, and ability to adhere to the agreed-upon 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, initiate 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.

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

Identify client needs and recommend solutions when fraud has been identified.
Accurately record data captured during client interactions.
Escalate through appropriate channels items requiring risk review, exception handling, or further analysis.
Read frequent updates and learning materials, often while on a call, and apply them in conversations with speed and accuracy.
Comply with industry regulations, bank procedures, department system integrity levels, and financial controls.
Answer client questions, resolve problems, and provide appropriate account maintenance.
Look for opportunities to deepen client relationships through digital solutions.