Client Services Representative II- Utica, NY- 2nd Shift

Bank of America; Utica (MI); On-site; USD 31,000 - 45,000; Full time

Job summary

Bank of America in Utica, NY is hiring for a customer service-focused role in an inbound contact center. You will handle calls, chats, and emails to resolve routine client requests while ensuring accuracy and clear resolutions. The job emphasizes privacy, compliance, and high-quality client experiences.

Responsibilities include identifying needs, documenting interactions, and escalating complex issues. The role requires weekend/holiday availability and strong communication skills to deepen

Qualifications

• Demonstrates passion, integrity and drive to deliver positive service that improves clients’ financial lives.
• Understands how life events affect client financials and can advise solutions.
• Adheres to work schedule with reliable attendance.
• Team player who handles calls immediately, including weekends/holidays.
• Communicates confidently with clients to improve their financial lives.
• Engages with clients, starts conversations, anticipates questions, builds rapport, handles objections.
• Willing to learn and adapt to new information and tech platforms.
• Minimum intermediate computer proficiency and tech literacy.
• 1+ year of customer service experience, including difficult situations.

Responsibilities

• Identify client needs and recommend solutions when fraud is identified.
• Record data captured during client interactions accurately.
• Escalate items requiring risk review or further analysis through proper channels.
• Read updates and learning materials during calls and apply them quickly.
• Comply with regulations, procedures, and financial controls within the department.

Skills

Attention to Detail

Customer Service Management

Customer 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.

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

• 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

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.

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift

2nd shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)

Pay and benefits information

Pay range

$25.00 - $27.63 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.