Bank of America client services representative II in San Antonio, Texas

Job Description:

Accountable for the successful resolution of all customer requests through seamless delivery of service, and/or fulfillment requests by answering calls, chats or emails in a contact center environment. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks. Will handle moderately complex or escalated issues while delivering a great client experience. Works in a fast paced environment that requires accuracy, use of logic skills while multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner. May be required to provide professional written responses using proper spelling and grammar. Requires knowledge of multiple Bank products and have the ability to deepen or retain relationships. Involves referring customers to the appropriate line of business for products not supported, through a variety of communications channels. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other internal support groups to fulfill the customer request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds. Will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. Minimum 1-2 year of contact center or equivalent customer service experience.

Required skills:

  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition.

  • Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.

  • 1+ years of experience working with customers.

  • 1+ years of experience handling difficult situations with customers.

  • Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications

  • Comfortable receiving ongoing performance feedback and coaching.

  • Ability to engage with customers, begin a conversation, build rapport, and handle objections.

  • Comfortable receiving ongoing performance feedback and coaching.

  • Comfortable with ongoing change and learning new technology/processes.

  • Ability to analyze and resolve customer inquiries.

  • Ability to provide a positive customer experience through creative solutions.

  • At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer.

Desired skills:

  • Ability to work weekends, either rotating or set days as outlined in the job requisition.

  • Ability to work evenings, either rotating or set days as outlined in the job requisition.

  • 1-2 years of experience in the Banking/Financial industry.

  • 1-3 years of experience working in a call center.

  • 1-3 years of experience working in customer relations.

  • 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.

  • preferred experience in lending or credit card service

Posting Date : 03/29/2018

Location :

San Antonio, TX, 11826 Tech Com RD (TX7400),

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 2nd shift

Weekly Schedule : Multiple Shifts Available

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Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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