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 preferred.
We’re looking for the next generation of Client Service Representatives – those with a passion for growing a long-term career, building relationships and working with a team of client professionals in one of our Consumer Client Services centers. The Client Service Representative role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients with their banking transactions while building relationships and helping to identify their needs. Client Service Representatives (CSR) have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Client Service Representative II role are experts who care for clients with a checking account, savings account, credit card or mortgage loan.
CSRs receive calls from clients while sitting and taking calls for the day, with structured breaks. Being there for our clients is our number one priority. In order to do that, we need our teammates to follow schedules that ensure our clients have every opportunity to connect with a client service professional in the moments that matter.
From day one, you’ll receive training from our award-winning Academy at Bank of America. This will include hands-on practice, personalized coaching and dedicated support throughout your on-boarding experience. Opportunity for growth and advancement will be tied to your ability to demonstrate success in role. Advancement opportunities may include progression to an advanced level client service representative or manager role and/or the chance to grow throughout other areas of the company. The Academy will support you with dedicated programs, tools and resources throughout your career at Bank of America.
We’ll help you
As a Client Service Representative, you can look forward to
We’re a culture that
Work Hours (based on availability following training which are M-F 9am-5:30pm):
1.) Mon-Fri: 10:00a-6:30p
2.) Tues – Sat: 8:00a-4:30p
3.) 4×10 hour days-Mon, Tues, Fri and Sat: 9:30a-8:00p
4.) 4×10 hour days-Mon, Tues, Thurs and Fri: 9:00a-7:30p
Job Band:
H7
Shift:
1st shift (United States of America)
Hours Per Week:
40
Weekly Schedule:
Referral Bonus Amount:
600