Life Services Financial Services Representative

Bank of America • Chandler, AZ

1d • Onsite

About The Position

At Bank of America, the common purpose is to help make financial lives better through responsible growth and by delivering for clients, teammates, communities, and shareholders. The company is committed to being an inclusive workplace, attracting and developing talent, supporting teammates' physical, emotional, and financial wellness, recognizing performance, and making an impact in communities. Bank of America maintains an in-office culture with specific attendance requirements, allowing for flexibility based on role-specific considerations. This role offers opportunities to learn, grow, and make an impact. The Life Services Financial Services Representative is responsible for answering detailed questions about products, accounts, and financial services, educating clients on value-added opportunities, identifying needs for deeper financial conversations, and referring clients to specialists. The position ensures client needs are met in a timely fashion while adhering to procedures and guidelines. As part of the Life Services team, this role focuses on guiding beneficiaries through the transition of deceased account assets. Transition Specialists own the wealth transition process, which involves taking inbound calls, pre-filling and processing documents, and preparing accounts for distribution to heirs. During an 8-hour shift, the representative may interact with beneficiaries, executors, attorneys, advisors, or state officials, taking initial notification calls, assisting with documentation, and guiding 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
• minimum of one year of experience in a performance-based environment

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees