Bank of America Careers | Client Services Rep II Job, Fort Worth, TX

Bank of America

Job Description

Client Services Rep II

We’re looking for the next generation of Client Service Representatives - those with a passion for growing a long-term career, building relationships and working with a team of client professionals in one of our Consumer Client Services centers. The Client Service Representative role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients with their banking transactions while building relationships and helping to identify their needs. Client Service Representatives (CSR) have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Client Service Representative II role are experts who care for clients with a checking account, savings account, credit card or mortgage loan.

CSRs receive calls from clients while sitting and taking calls for the day, with structured breaks. Being there for our clients is our number one priority. In order to do that, we need our teammates to follow schedules that ensure our clients have every opportunity to connect with a client service professional in the moments that matter.

From day one, you’ll receive training from our award-winning Academy at Bank of America. This will include hands-on practice, personalized coaching and dedicated support throughout your on-boarding experience. Opportunity for growth and advancement will be tied to your ability to demonstrate success in role. Advancement opportunities may include progression to an advanced level client service representative or manager role and/or the chance to grow throughout other areas of the company. The Academy will support you with dedicated programs, tools and resources throughout your career at Bank of America.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner.

• Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.

• Understanding how clients engage with us via technology (online and mobile), financial center and contact center and make sure they’re aware of all we can do to make their financial lives better.

• Navigating multiple computer applications while interacting with the client.

• Listening to, understanding and providing solutions for our clients’ needs.

• Benefits programs designed to meet the diverse needs of our employees at every stage of their life and help them plan for tomorrow, including tuition, child care reimbursement and employee discount programs.

• Ongoing professional development to deepen your skills and optimize your expertise as the industry evolves and changes.

• An opportunity to learn in detail about the consumer business setting an important foundation for a career.

• Resources and dedicated support to help you reach your full potential throughout your career.

• Progressive workplace practices and initiatives that promote inclusion.

Job Requirements

• Required to work from the primary work location listed (Ft. Worth, TX) when not in remote operating stance

• Initially you will be required to work from home and/or remotely in this role:

• Internet Service Provider at home (no public WiFi or Internet)

• Sufficient room to set up a laptop, monitor, keyboard and mouse

• Comfortable space to work for a full shift

• Quiet, private and SECURE space in which to work

• 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.

• Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.

• Has a 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.

• Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.

• Is comfortable receiving ongoing performance feedback and coaching.

• Has the ability to learn and adapt to new information and technology platforms.

• Has at least an intermediate level of proficiency with computers and current technology.

• Has 1+ years of customer/client service experience, including experience handling difficult client situations.

Desired Skills

• 1+ years of experience in the banking/financial industry.

• 1+ years of experience working in a client service capacity.

Job Details

Company Name: Bank of America

Employment Type: Full-time

Job Location: Fort Worth, Texas, United States

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