Client Experience Specialist II

Bank of America; Richmond (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

Bank of America is seeking a customer service associate to handle inbound calls, chats, or emails in an outbound contact center environment. You will resolve routine client requests, ensure accurate data capture, and deliver a seamless client experience while complying with regulations.

The role emphasizes diagnosing issues, advising solutions, and deepening client relationships through digital tools. A 2nd shift in the United States is required with a 40-hour work week and in-office

Qualifications

• 1+ years of customer/client service experience, incl. handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive service
• Ability to advise solutions and resolve complex client problems creatively
• Strong attendance and reliability with adherence to work schedule
• Team player with ability to handle calls promptly, including weekends/holidays
• Clear communication to make clients' financial lives better
• Capable of engaging with clients, building rapport and handling objections
• Willingness to learn and adapt to new information and platforms
• Basic computer proficiency and comfort with technology

Responsibilities

• Identify client needs and recommend solutions when fraud is identified
• Accurately record data captured during client interactions
• Escalate items requiring risk review or further analysis
• Read updates and apply learning materials during calls with speed and accuracy
• Comply with industry regulations, bank procedures, 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 / GED / Secondary School or equivalent

Job description

Bank of America is seeking a customer service associate to handle inbound calls, chats, or emails in an outbound contact center environment. You will resolve routine client requests, ensure accurate data capture, and deliver a seamless client experience while complying with regulations.

The role emphasizes diagnosing issues, advising solutions, and deepening client relationships through digital tools. A 2nd shift in the United States is required with a 40-hour work week and in-office