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.
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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, commitment and drive to deliver an experience that improves our clients' financial lives
- 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
- Good team player, enthusiastic, and committed
- Ability to work under pressure
- Can learn and understand technology to assist clients with the latest in Digital and Digital banking
- Experience verbally delivering complex information clearly, concisely, and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
- Must have experience with gathering, absorbing, and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
- Proficiency in Microsoft Word and Excel
- Has the ability to learn and adapt to new information and fully adhere to process, policies, procedures, laws, and regulatory requirements during all interactions, while working in a fast-paced production environment
- Comfortable receiving ongoing performance feedback and coaching
- Must be flexible to work various shifts; Monday - Friday, 8:30 am - 6:30 pm EST; 40 hours per week
Desired Qualifications:
- Experience in a call center or a financial/banking center
- Knowledge of financial terms and concepts
- 1+ years of customer service experience
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