Client Services Representative II- 2nd Shift

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

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.

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.

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

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

Desired Qualifications

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

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift

2nd shift (United States of America)

Hours Per Week

40