Retirement and Benefits Client Service Representative Pennington, New Jersey;Chandler, Arizona; Tampa, Florida; Jacksonville, 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 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 proactively identifying/escalating potential 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:** + 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 + 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 + 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 – 10:00 pm EST; 40 hours per week **1st and 2nd shifts ** **Desired Qualifications:** + Experience in a call center or a financial/banking center + Customer service experience + Understands Retirement plans and products + Knowledge of financial terms and concepts **Skills:** + Account Management + Customer and Client Focus + Issue Management + Oral Communications + Active Listening + Adaptability + Problem Solving + Risk Management + Attention to Detail + Business Acumen + Valuation Ethics and Practice Standards **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) . 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 .