Client Services Representative II

Bank of America; Rio Rancho (NM); On-site; USD 35,000 - 45,000; Full time

Job summary

Bank of America seeks a client service representative in Rio Rancho, New Mexico, to resolve client requests through calls, chats, and emails. The role requires problem-solving skills, accuracy, and the ability to provide exceptional client experiences.

Candidates should possess a high school diploma and at least one year of customer service experience. Responsibilities include identifying client needs, recording data accurately, and complying with bank procedures.

Qualifications

• 1+ year of customer/client service experience, including experience handling difficult client situations.
• Demonstrates intermediate proficiency with computers and current technology.

Responsibilities

• Identify client needs and recommend solutions.
• Record data captured during client interactions accurately.
• Escalate items requiring risk review or further analysis.
• Incorporate updates and learning materials into conversations.
• Comply with industry regulations and bank procedures.

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

This role resolves routine client requests through calls, chats, or emails in an inbound contact center environment. The position requires accuracy, logical problem-solving, and the ability to manage multiple tasks and systems while delivering a great client experience.

Responsibilities

• Identify client needs and recommend solutions.
• Record data captured during client interactions accurately.
• Escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
• Consume frequent updates and learning materials, often while on the call, and incorporate them into conversations.
• Comply with industry regulations, bank procedures, integrity standards, and financial controls.

Required Qualifications

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves clients’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to advise solutions and resolve complex problems creatively.
• Maintains excellent attendance and reliability to adhere to the agreed work schedule.
• Works well as a dependable team player, understanding that calls must be handled immediately, including weekends and holidays.
• Communicates effectively and confidently with all clients to help improve their financial lives.
• Engages with clients by initiating conversation, anticipating questions, sharing information in plain language, building rapport, and handling objections.
• Welcomes ongoing performance feedback and coaching.
• Learn and adapt to new information and technology platforms.
• Demonstrates intermediate proficiency with computers and current technology.
• Has 1+ year of customer/client service experience, including experience handling difficult client situations.

Desired Qualifications

• 1+ year of experience in the banking/financial industry.
• 1+ year of experience working in a client service capacity.

Key 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

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Work Location

Internal employees currently working from home are still eligible to apply. If selected, onsite work may be required in accordance with the workplace excellence policy.

Shift & Hours

Shift: 1st shift (United States of America)

Hours per week: 40