Credit Assistance Specialist I - Bilingual Spanish Required Newark, Delaware **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 providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs. **Responsibilities:** + Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts + Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable + Determines the right solution for the client while staying within collections compliance guidelines + Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct + Achieves quality standards and meets key performance indicators + Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses **Required Qualifications:** + Minimum of one year of customer service experience + Excellent verbal and written communication skills + Ability to work within the operating hours and days for this position as outlined in the posted job requisition + Commitment to exceptional customer service, including the ability to be empathetic and meet client needs + Proficient in dealing with customer issues in both a routine and complex environment + Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients + Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​ + Bilingual Spanish required **Desired Qualifications:** + Bachelor’s Degree in related field or equivalent work experience + Credit assistance and collections experience + Inbound/outbound call center experience + Banking/financial services experience + Knowledge of banking operations **Skills:** + Active Listening + Attention to Detail + Client Solutions Advisory + Oral Communications + Account Management + Adaptability + Collaboration + Data Collection and Entry + Interpret Relevant Laws, Rules, and Regulations + Liquidity Management **Minimum Education Requirement:** High School Diploma / GED / Secondary School or equivalent **Shift:** 2nd 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.