Wealth Management Client Care - Client Service Representative
Fort Worth, Texas
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!
This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.
Responsibilities:
Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactivelyidentifying/escalatingpotential risk
Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access
Required Qualifications:
Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
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
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
Ability to handle confidential matters and sensitive information in a responsible manner
Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
Applies strong critical thinking and problem-solving skills to meet clients' needs
Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
Ability to work under pressure
Can learn and understand technology to assist clients with the latest in Digital and Digital banking
Ability to engage with clients while navigating multiple screens - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of an intermediate level of proficiency with computers and current technology
Must be flexible to work various shifts; Monday - Sunday , 7:00 am - 11:00 pm EST; 40 hours per week
*1st and 2nd shifts *
Desired Qualifications:
Experience working in a client focused environment, call center or a financial/banking center
Customer service experience
Understands Retirement plans and products
Knowledge of financial terms and concepts
Bilingual Spanish
Skills:
Account Management
Customer and Client Focus
Issue Management
Oral Communications
Active Listening
Adaptability
Problem Solving
Risk Management
Attention to Detail
Business Acumen
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, 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. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (-Policy-) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America's Drug-free Workplace and Alcohol Policy, CLICK HERE .
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
