Client Services Representative II - Bilingual Spanish Required

Bank of America•Phoenix, AZ

4d•Onsite

About The Position

This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Requirements

Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions.
Commitment to excellent attendance with proven reliability and ability to adhere to the agreed upon work schedule.
Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays.
Communicates effectively and confidently with all clients to make their financial lives better.
Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections.
Comfortable receiving ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
Minimum of an intermediate level of proficiency with computers and current technology.
1+ years of customer/client service experience, including experience handling difficult client situations.
Proficient in English and Spanish.

Nice To Haves

1+ years of experience in the banking/financial industry.
1+ years of experience working in a client service capacity.

Responsibilities

Resolving routine client requests through calls, chats, or emails in an inbound contact center environment.
Working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.
Answering client questions, resolving problems, and providing appropriate account maintenance.
Looking for opportunities to deepen relationships through digital solutions.
Identifying client needs and recommending solutions when fraud has been identified.
Recording data captured during client interactions accurately.
Identifying and escalating through appropriate channels for items requiring risk review, exception handling, or further analysis.
Reading frequent updates and learning materials, often while on the call, and implementing into conversations with speed and accuracy.
Complying with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.