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Client Services Representative II - 2nd Shift
Tampa, Florida
Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Job Description:
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.
Responsibilities:
- Identifies client needs and recommends solutions when fraud has been identified
- Records data captured during client interactions accurately
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
Skills:
- Attention to Detail
- Customer Service Management
- Customer and Client Focus
- Issue Management
- Active Listening
- Adaptability
- Client Solutions Advisory
- Data Collection and Entry
- Problem Solving
- Account Management
- Analytical Thinking
- Client Experience Branding
- Fraud Management
Required Qualifications:
- 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 Qualifications:
- 1+ years of experience in the banking/financial industry.
- 1+ years of experience working in a client service capacity.
Shift:
2nd shift (United States of America)Hours Per Week:
40Learn more about this role
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[Music in background throughout]
At Bank of America, I get to make a difference every day.
On screen copy:
Client Service Representative
[Employee wearing a headset, speaking with clients on the phone.]
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
[Employee speaking with his manager at his work station.]
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.
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 at Bank of America
On screen copy:
The Academy at Bank of America
Dedicated Support
Dedicated Training Time
Classroom Training
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.
[Client Service Representatives standing around a white board applauding high customer satisfaction data.]
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 department 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.
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.
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:
Bank of America® logo
Learn more: bankofamerica.com/Careers
On screen disclosures:
Bank of America and its affiliates recruit and hire qualified candidates without regard to race, religion, color, sexual orientation, gender, gender identity, age, national origin, ancestry, citizenship, protected veteran or disability, or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concepts of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. We also prohibit discrimination on other bases such as ancestry, medical condition, or marital status under applicable laws. Candidates must possess authorization to work in the United States, as it is not the practice of Bank of America to sponsor individuals for work visas.
Bank of America, N.A. Member FDIC. ©2023 Bank of America Corporation.
[End of transcript]
MAP-6091833 Exp-05/14/25
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