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 informationHandles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer serviceManages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential riskCommunicates effectively while offering empathy and demonstrating professionalism during all interactions with clientsNavigates 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 confidenceDisplays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial livesFully 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 solutionsCommitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleAbility to handle confidential matters and sensitive information in a responsible mannerDependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidaysApplies strong critical thinking and problem-solving skills to meet clients’ needsExhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skillsAbility to work under pressureCan 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 objectionsComfortable receiving ongoing performance feedback and coachingAbility to learn and adapt to new information and technology platformsMinimum of an intermediate level of proficiency with computers and current technologyMust 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 centerCustomer service experienceUnderstands Retirement plans and productsKnowledge of financial terms and conceptsBilingual Spanish

Skills:

Account ManagementCustomer and Client FocusIssue ManagementOral CommunicationsActive ListeningAdaptabilityProblem SolvingRisk ManagementAttention to DetailBusiness Acumen

Shift:

1st shift (United States of America)

Hours Per Week: 

40