Bilingual Client Services Rep – Spanish

National Black MBA Association; Phoenix, Northern (AZ, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Bank of America is seeking a Customer Service Representative to resolve routine client requests in an inbound contact center. You will handle calls, chats, or emails, ensure accuracy, and deliver a great client experience while following banking procedures.

You will identify client needs, record interactions, escalate when required, and comply with regulations and controls. Bilingual English/Spanish is preferred, with a 2nd shift and 40-hour work week.

Qualifications

• 1+ years of customer/client service experience, including experience handling difficult client situations
• Proficient in English and Spanish
• 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
• Shows 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 - 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
• 1+ years of customer/client service experience, including experience handling difficult client situations

Responsibilities

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Skills

Attention to Detail

Customer Service Management

Customer and Client Focus

Issue Management

Active Listening

Adaptability

Client Solutions Advisory

Data Collection and Entry

Problem Solving

Account Management

Analytical Thinking

Fraud Management

Education

High School Diploma

Job description

Bank of America is seeking a Customer Service Representative to resolve routine client requests in an inbound contact center. You will handle calls, chats, or emails, ensure accuracy, and deliver a great client experience while following banking procedures.

You will identify client needs, record interactions, escalate when required, and comply with regulations and controls. Bilingual English/Spanish is preferred, with a 2nd shift and 40-hour work week.