Client Services Representative II, Bilingual, English & Spanish

Bank Of America Corporation Brea , CA 92821

Posted Yesterday

Job Description:

Hello. I'm Roberta, and I work here at Bank of America as a Client Services Representative. Before we jump into the qualifications for the role, I thought I'd take a moment and introduce you to a day in the life of a Client Services Representative.

Our customers are at the heart of everything we do. As a Client Services Representative, I make sure they know it by serving as their advocate.

When a customer has an issue with an ATM, debit card or Automated Clearing House (ACH) transaction, I help them by investigating and finding a resolution to their needs. I work in an inbound call-center, so I have an opportunity to help a diverse range of clients, utilizing the various tools to initiative new claims, follow up on existing claims, make account adjustments when appropriate, appeal denied claims, and research and resolve other complex customer concerns. The best part of my job is being there for our customers and building their confidence in Bank of America's offerings.

My team genuinely likes working together. We're all different: different backgrounds, sexual orientations, gender identities, cultures, ethnicities. But we share a commitment to each other, and many of us are involved in company-sponsored Employee Networks. The company supports us in other ways too, with benefits like parental leave, tuition reimbursement, career development and more.

As a Client Services Representative, I know I'm doing something important. I'm making an impact on our customers as well as my own career.

If advocating for customers sounds like your next challenge, please apply. And good luck!

Accountable for the successful resolution of all customer requests through seamless delivery of service, and/or fulfillment requests by answering calls, chats or emails in a contact center environment. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks. Will handle moderately complex or escalated issues while delivering a great client experience. Works in a fast paced environment that requires accuracy, use of logic skills while multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner. May be required to provide professional written responses using proper spelling and grammar. Requires knowledge of multiple Bank products and have the ability to deepen or retain relationships. Involves referring customers to the appropriate line of business for products not supported, through a variety of communications channels. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other internal support groups to fulfill the customer request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds. Will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. Minimum 1-2 year of contact center or equivalent customer service experience.

Required skills:

  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition.

  • Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.

  • 1+ years of experience working with customers.

  • 1+ years of experience handling difficult situations with customers.

  • Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications

  • Comfortable receiving ongoing performance feedback and coaching.

  • Ability to engage with customers, begin a conversation, build rapport, and handle objections.

  • Comfortable receiving ongoing performance feedback and coaching.

  • Comfortable with ongoing change and learning new technology/processes.

  • Ability to analyze and resolve customer inquiries.

  • Ability to provide a positive customer experience through creative solutions.

  • At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer.

  • Are fluent in ( speaking, reading & writing ) Spanish.

Desired skills:

  • Ability to work weekends, either rotating or set days as outlined in the job requisition.

  • Ability to work evenings, either rotating or set days as outlined in the job requisition.

  • 1-2 years of experience in the Banking/Financial industry.

  • 1-3 years of experience working in a call center.

  • 1-3 years of experience working in customer relations.

  • 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.

  • Preferred experience in lending or credit card service

Posting Date: 07/02/2018

Location: Brea, CA, 275 Valencia Ave (CA7701), - United States

Travel: No

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift


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Client Services Representative II, Bilingual, English & Spanish

Bank Of America Corporation