Life Service - Financial Service Representative

Bank of America•Chandler, AZ

13d•Onsite

About The Position

This job is responsible for answering detailed questions about products, accounts, and financial services offered. Key responsibilities include educating clients about value-added opportunities, identifying the need for deeper financial conversations, and referring clients to specialists across the bank. Jobs expectations include ensuring client needs are met in a timely fashion while adhering to procedures and guidelines. This role will be a part of the Life Services team, which focuses on guiding beneficiaries through the transition of deceased account assets. Life Services Financial Services Representative (Transition Specialists) are owners of the wealth transition process for the team. Their day-to-day includes a combination of taking inbound calls, pre-filling and processing documents, and preparing accounts for distribution to heirs. In any one 8-hour shift, you may speak with beneficiaries, executors, attorneys, advisors, or state officials. Your responsibilities will include taking initial notification calls, assisting with required documentation, and helping guide beneficiaries through the logistics of the transition process.

Requirements

Delivers solutions and experiences that improve clients’ financial lives
Applies learnings and adapts new information to identify appropriate client solutions
Builds strong client relationships through effective communication and collaboration
Displays a proactive and ambitious mindset and effective time management
Demonstrates a results-driven mindset and prioritizes client interests
Demonstrates a willingness to establish a career in the financial services industry
Strong computer application skills, including Microsoft Office

Nice To Haves

Ability to take 15-20 calls per day
Coachable
Desire to provide white-glove service
Careful attention to detail
Excellent verbal & written communication skills
Problem solving skills
Bachelor’s degree and/or minimum of one year of experience in a performance-based environment

Responsibilities

Delivers exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner
Triages client requests and makes referrals to appropriate internal specialists
Applies knowledge of financial products, financial planning, and banking services to educate clients on value-added opportunities
Drive the wealth transition process forward through a combination of inbound and outbound calls, document processing, and distribution processing
Provide excellent client service to build value and identify opportunities for deepening conversations with our licensed FSAs
Build relationships with clients through proactive outreach and client-focused call flow
De-escalate client concerns by empathizing, taking ownership, and providing clear next steps and time frames
Responsible for executing on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios