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Client Services Representative II - Bilingual Spanish/English 1st shift

Rio Rancho, New Mexico

Job Description:

At Bank of America, we handle the finances of over 67 million client relationships every day, including helping them save, borrow and invest for today and for their future. We stand by our clients each and every day giving them the power to realize their personal financial goals and help make their financial lives better. If you join our team, we’ll count on you to care for, advise and guide our clients when they need us most – whether they’re just starting out, buying a home, building a family or planning for retirement. 

We’re looking for the next generation of Client Service Representatives - those with a passion for growing a long-term career, building relationships and working with a team of client professionals in one of our Consumer Client Services centers. The Client Service Representative role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients with their banking transactions while building relationships and helping to identify their needs. Client Service Representatives (CSR) have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Client Service Representative II role are experts who care for clients with a checking account, savings account, credit card or mortgage loan. 

CSRs receive calls from clients while sitting and taking calls for the day, with structured breaks. Being there for our clients is our number one priority. In order to do that, we need our teammates to follow schedules that ensure our clients have every opportunity to connect with a client service professional in the moments that matter.

From day one, you’ll receive training from our award-winning Academy at Bank of America. This will include hands-on practice, personalized coaching and dedicated support throughout your on-boarding experience. Opportunity for growth and advancement will be tied to your ability to demonstrate success in role. Advancement opportunities may include progression to an advanced level client service representative or manager role and/or the chance to grow throughout other areas of the company. The Academy will support you with dedicated programs, tools and resources throughout your career at Bank of America.

We’ll help you

Build a successful career at Bank of America through world-class training and on-boarding programs that set you up for success.
Grow in your current role through one-on-one coaching from managers who are invested in your success and training programs that help you excel, build new skills or take on additional responsibility.  You’ll receive in depth classroom training, small group sessions including live demonstrations and continued on the job training and coaching.
Continuously learn and advance your career goals through intentional career paths with progression opportunities to the next best role.
Provide clients with a personalized rewarding experience that starts with answering clients’ questions as well as understanding each client’s unique needs.
Use resources and innovative technology to optimize the client experience and inform and educate clients on how to conduct simple transactions through our mobile application and online banking.
Process transactions accurately and efficiently to build client confidence and trust, based on established policies and procedures.
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.

As a Client Service Representative, you can look forward to

• Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner.
• Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
• Understanding how clients engage with us via technology (online and mobile), financial center and contact center and make sure they’re aware of all we can do to make their financial lives better.
• Navigating multiple computer applications while interacting with the client.
• Listening to, understanding and providing solutions for our clients’ needs.
• Incentive opportunities for meeting and/or exceeding critical performance standards.
• Benefits programs designed to meet the diverse needs of our employees at every stage of their life and help them plan for tomorrow, including tuition, child care reimbursement and employee discount programs.
• Ongoing professional development to deepen your skills and optimize your expertise as the industry evolves and changes.
• An opportunity to learn in detail about the consumer business setting an important foundation for a career.
• Resources and dedicated support to help you reach your full potential throughout your career.
• Progressive workplace practices and initiatives that promote inclusion.

We’re a culture that
• Believes in responsible growth and has a proven dedication to supporting the communities we serve.
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
• Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs.

Required skills:

Initially you may be asked to work and/or be remote in this role and need the following:

·         Internet Service Provider at home (no public WiFi or Internet)

·         Sufficient room to set up a laptop, monitors, keyboard and mouse

·         Comfortable space to work for a full shift

·         Quiet, private and SECURE space in which to work


• Must be able to speak Spanish fluently


• Must be able to pass Spanish testing


• 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.
• Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
• Has a 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.
• Has the 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.
• Is comfortable receiving ongoing performance feedback and coaching.
• Has the ability to learn and adapt to new information and technology platforms.
• Has at least an intermediate level of proficiency with computers and current technology.
• Has 1+ years of customer/client service experience, including experience handling difficult client situations.

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

At Bank of America, I get to make a difference every day.

On screen copy:
Client Service Representative

As a Client Service Representative, I assist clients over the phone with everything from resetting their account passwords to explaining how to deposit checks through the mobile banking app.

On screen copy:
Best part of my job is knowing that I’m helping clients’ financial lives run smoothly

The best part about my job is knowing that I’m helping clients’ financial lives run more smoothly.

On screen copy:
Work with my manager to evaluate and improve performance

An important part of my job is being able to accept feedback from my manager, who is always reviewing my performance against key metrics to identify areas for improvement.

I have to be open to learning new technology on an ongoing basis, always adapting to new systems and new ways of doing things. It’s all part of evolving and being adaptable.

I'm a dependable team-player, and I understand that calls must be handled immediately, including weekends and holidays.

On screen copy:
My job is to be every client’s advocate

Sometimes I deal with unhappy clients, but it’s my job to be every client’s advocate. It can be hard, but it can also be extremely rewarding to know that clients rely on me to take ownership to solve their issues or concerns.

On screen copy:
I earn more based on my work performance

I love that I can earn more here based on my work performance. The incentive-based pay keeps me focused and energized.

On screen copy:
Competitive Benefits

  • Paid Time off
  • Tuition Reimbursement
  • 401(k)
  • Health, Dental & Vision
  • Career Planning
  • Child Care Reimbursement for Income-Eligible Employees

And the competitive benefits such as child care reimbursement and generous paid time off don’t hurt either.

On screen copy:
Trained by the award-winning Academy and Bank of America

The Academy at Bank of America
(Dedicated Support Icon)
(Dedicated Training Time Icon)
(Classroom Training Icon)

I was set up for success from day one with the onboarding I received through the award winning Academy at Bank of America.  There was dedicated support, dedicated training time and classroom training.

The Academy’s defined career paths and ongoing development opportunities are what have enabled me to thrive in my career.

My team continues to support me in reaching my goals every day.

We even use scorecards to keep track of our progress and to encourage each other along the way.

On screen copy:
Can get promoted within current area or move to another one

There’s also a ton of potential for growth in this role, whether I want to get promoted in my area or eventually move to another one at Bank of America.

My manager is always available to help talk through my goals.

On screen copy:
Urges us to be our true selves in the workplace

I’m proud to work for a company that values every employee for our differences, and urges us to be our true selves in the workplace.

On screen copy:
Invested in helping me reach my full potential

I know Bank of America is invested in helping me reach my full potential, so I can help my clients reach theirs.

We all have goals. Pursue yours at Bank of America.

On screen copy:
Learn more: bankofamerica.com/Careers

Disclosures:
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religion, color, sex, sexual orientation, gender, gender identity, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.
Bank of America, N.A. Member FDIC. ©2019 Bank of America Corporation.

Full time

JR-20051093

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
4330 PICABO ST NE, NM, Rio Rancho, 87144