Client Services Representative III - Bilingual Mandarin Required

Bank of America; Glendale (CA); On-site; USD 35,000 - 41,000; Full time

Benefits offered by this job

Industry-leading benefits

Paid time off

Job summary

Bank of America in Glendale, CA is seeking an inbound customer service representative to resolve complex client requests via calls, chats, or emails. You will identify needs, record data accurately, and escalate when necessary while delivering a high-quality client experience.

We expect 1+ year of customer service experience, proficiency in English and Mandarin, and the ability to work a 40-hour week with potential weekend coverage. On-site role with comprehensive benefits and competitive pay.

Qualifications

• Demonstrates passion, integrity, commitment and drive to deliver positive service.
• Able to advise solutions and resolve complex client problems creatively.
• Reliable with attendance and adherence to a work schedule.
• Team player capable of handling calls promptly, including weekends and holidays.
• Clear, confident communication with clients to improve financial lives.
• Willing to learn and adapt to new information and technology platforms.

Responsibilities

• Identify client needs and recommend solutions.
• Accurately record data captured during client interactions.
• Escalate items requiring risk review or further analysis.
• Read updates and apply learnings into conversations with speed and accuracy.
• Follow bank procedures, controls, and regulatory requirements.
• Navigate multiple systems to resolve client needs.

Skills

Attention to Detail

Problem Solving

Active Listening

Communication

Client Solutions Advisory

Data Entry

Education

High School Diploma / GED

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 impacting 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.

This job is responsible for resolving complex 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
• 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
• Resolves common request types and applies knowledge of expanded scope to additional specialty requests that have increased complexity and risk
• Navigates multiple systems, products, or skills to resolve client needs

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
• Proficient in English and Mandarin

Desired Qualifications

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

Skills

• Attention to Detail
• Client Solutions Advisory
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Account Management
• Active Listening
• Adaptability
• Data Collection and Entry
• Problem Solving
• 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.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC.

Shift & Hours

Shift: 1st shift (United States of America)

Hours Per Week: 40

Pay & Benefits

Pay Transparency details US - CA - Glendale - 345 N Brand Blvd - GLENDALE MAIN OFFICE (CA8109)

Pay range $25.38 - $29.57 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.

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

Partnering Locally. Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact. Learn about the six areas that guide Bank of America's efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion. Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values. Learn about our four values that represent what we believe.

Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency