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Sr. Client Services Advocate - IRA

Lincoln, Rhode Island

Job Description:

At Bank of America, we’re guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Every day we provide unmatched convenience by serving approximately 66 million consumer and small business clients. At Bank of America, we strive to be a bank for everyone. Like the people we serve, we come from every walk of life. We are proud of our inclusive culture because when you create a workplace where all employees can thrive, everyone benefits.
 
As part of the Bank of America team, Sr. Client Services Advocates are accountable for the successful resolution of all customer requests by providing seamless delivery of service through inbound client calls, answering written inquiries, emails and requests placed by customers or internal partners. Responsible for the day to day resolution of customer problems and the execution of complex and escalated issues. Required to use various internal systems to review customer detail, research information, track information, and follow up with customers. Required to solve complex problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Works effectively with a minimum amount of supervision. Is considered an expert in the assigned area and acts as a resource for other associates. Is able to accurately handle detailed instructions under pressure and a higher volume of more complicated issues. Demonstrates an in depth understanding of governing policies and procedures in addition to an excellent working knowledge of the various subjects. May evaluate data, investigates facts, and make quick decisions based off of investigation.
You’re a person who (required skills)
  • Takes initiative to work through issues and makes recommendations for improvements.
  • Is able to perform well in a cross functional team environment and actively demonstrates excellent communication skills across channels.
  • Able to identify and champion potential process improvements; proactively identifying and elevating issues that pose potential risk.
  • Has expertise in various applications and systems utilized in their role.
  • Takes an active role in the training and successful assimilation of new associates; mentoring and/or job coaching less seasoned associates.
  • Minimum 3 years of contact center or equivalent customer service experience preferred.

We’re a culture that
• Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
• Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

  • Required to work from the primary work location listed when not in remote operating stance
  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Start date: November 8, 2021

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

600

Job Description:

At Bank of America, we’re guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Every day we provide unmatched convenience by serving approximately 66 million consumer and small business clients. At Bank of America, we strive to be a bank for everyone. Like the people we serve, we come from every walk of life. We are proud of our inclusive culture because when you create a workplace where all employees can thrive, everyone benefits.
 
As part of the Bank of America team, Sr. Client Services Advocates are accountable for the successful resolution of all customer requests by providing seamless delivery of service through inbound client calls, answering written inquiries, emails and requests placed by customers or internal partners. Responsible for the day to day resolution of customer problems and the execution of complex and escalated issues. Required to use various internal systems to review customer detail, research information, track information, and follow up with customers. Required to solve complex problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Works effectively with a minimum amount of supervision. Is considered an expert in the assigned area and acts as a resource for other associates. Is able to accurately handle detailed instructions under pressure and a higher volume of more complicated issues. Demonstrates an in depth understanding of governing policies and procedures in addition to an excellent working knowledge of the various subjects. May evaluate data, investigates facts, and make quick decisions based off of investigation.
You’re a person who (required skills)
  • Takes initiative to work through issues and makes recommendations for improvements.
  • Is able to perform well in a cross functional team environment and actively demonstrates excellent communication skills across channels.
  • Able to identify and champion potential process improvements; proactively identifying and elevating issues that pose potential risk.
  • Has expertise in various applications and systems utilized in their role.
  • Takes an active role in the training and successful assimilation of new associates; mentoring and/or job coaching less seasoned associates.
  • Minimum 3 years of contact center or equivalent customer service experience preferred.

We’re a culture that
• Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
• Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

  • Required to work from the primary work location listed when not in remote operating stance
  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Start date: November 8, 2021

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21050569

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Tori Roy

Referral Bonus:

600

Street Address

Primary Location:
670 GEORGE WASHINGTON HWY, RI, Lincoln, 02865