Life Services Financial Services Representative

Bank of America; Riverside (OH); On-site; USD 71,635,000 - 77,366,000; Full time

Benefits offered by this job

Benefits eligible

Industry-leading benefits

Paid time off

Job summary

Bank of America is seeking a Life Services Financial Services Representative (Transition Specialist) to own the wealth transition process. You will handle inbound calls, pre-fill and process documents, and prepare accounts for distribution to heirs in a regulated, client‑focused environment.

The role emphasizes exceptional client service, timely resolution of complex inquiries, and collaboration with licensed FSAs and internal specialists.

Qualifications

• Delivers solutions and experiences that improve clients’ financial lives.
• Applies learnings and adapts new information to identify appropriate client solutions.
• Builds strong client relationships through effective communication and collaboration.

Responsibilities

• Delivers exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner.
• Triages client requests and makes referrals to appropriate internal specialists.
• Applies knowledge of financial products, financial planning, and banking services to educate clients on value-added opportunities.
• Drives the wealth transition process forward through inbound and outbound calls, document processing, and distribution processing.
• Provides excellent client service to build value and identify opportunities for deepening conversations with our licensed FSAs.
• Builds relationships with clients through proactive outreach and client-focused call flow.
• De-escalates client concerns by empathizing, taking ownership, and providing clear next steps and time frames.
• Responsible for executing on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios.

Skills

Active Listening

Attention to Detail

Critical Thinking

Customer and Client Focus

Oral Communications

Account Management

Client Experience Branding

Decision Making

Emotional Intelligence

Result Orientation

Adaptability

Coaching

Prioritization

Referral Identification

Written Communications

Education

High School Diploma / GED

Bachelor’s degree

Tools

Microsoft Office

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 answering detailed questions about products, accounts, and financial services offered. Key responsibilities include educating clients about value-added opportunities, identifying the need for deeper financial conversations, and referring clients to specialists across the bank. Jobs expectations include ensuring client needs are met in a timely fashion while adhering to procedures and guidelines. This role will be a part of the Life Services team, which focuses on guiding beneficiaries through the transition of deceased account assets.

Life Services Financial Services Representative (Transition Specialists) are owners of the wealth transition process for the team. Their day-to-day includes a combination of taking inbound calls, pre-filling and processing documents, and preparing accounts for distribution to heirs. In any one 8-hour shift, you may speak with beneficiaries, executors, attorneys, advisors, or state officials. Your responsibilities will include taking initial notification calls, assisting with required documentation, and helping guide beneficiaries through the logistics of the transition process.

Responsibilities

• Delivers exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner
• Triages client requests and makes referrals to appropriate internal specialists
• Applies knowledge of financial products, financial planning, and banking services to educate clients on value-added opportunities
• Drive the wealth transition process forward through a combination of inbound and outbound calls, document processing, and distribution processing
• Provide excellent client service to build value and identify opportunities for deepening conversations with our licensed FSAs
• Build relationships with clients through proactive outreach and client-focused call flow
• De-escalate client concerns by empathizing, taking ownership, and providing clear next steps and time frames
• Responsible for executing on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios

Required Qualifications

• Delivers solutions and experiences that improve clients’ financial lives
• Applies learnings and adapts new information to identify appropriate client solutions
• Builds strong client relationships through effective communication and collaboration
• Displays a proactive and ambitious mindset and effective time management
• Demonstrates a results-driven mindset and prioritizes client interests
• Demonstrates a willingness to establish a career in the financial services industry
• Strong computer application skills, including Microsoft Office

Desired Qualifications

• Bachelor’s degree and/or minimum of one year of experience in a performance-based environment
• Ability to take 15-20 calls per day
• Coachable
• Desire to provide white-glove service
• Careful attention to detail
• Excellent verbal & written communication skills
• Problem solving skills

Skills

• Active Listening
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Account Management
• Client Experience Branding
• Decision Making
• Emotional Intelligence
• Result Orientation
• Adaptability
• Coaching
• Prioritization
• Referral Identification
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - RI - Lincoln - 670 George Washington Hwy (RI1541), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$25.00 - $27.00 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.