Client Services Representative II

Bank of America

Fort Worth (TX)

On-site

USD 32,000 - 42,000

Full time

32 hours ago

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Job summary

Bank of America in Fort Worth, TX is hiring for an inbound customer service role within our contact center. You will handle calls, chats, and emails, resolve routine requests, and contribute to a positive client experience.

The role requires strong communication, problem-solving, reliability, and the ability to work 2nd shift, including weekends and holidays. Prior banking experience is valued and opportunities for growth are provided.

Qualifications

1+ years of customer/client service experience, including handling difficult client situations.
Minimum of intermediate level proficiency with computers and current technology.
Ability to work 2nd shift and weekends and holidays.
1+ years of experience in the banking/financial industry is a plus.

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

Client Experience Branding

Fraud Management

Education

High School Diploma / GED / Secondary School or equivalent

Job description

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description: This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Weekly Work Schedules

Tuesday - Friday (12:30 PM to 9:00 PM) & Saturday (10:30 AM to 7:00 PM)
Monday - Thursday (12:30 PM to 9:00 PM) & Sunday (10:30 AM to 7:00 PM)

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

Required Qualifications

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

Desired Qualifications