Client Engagement Specialist

Client Engagement Specialist

Employment Opening at Bank of America:

Bank of America is resolutely committed to improving financial well-being by leveraging the power of each connection it fosters. Responsible Growth is the bedrock of the company's ethos, ensuring it upholds its obligations to clients, empowers its workforce, supports communities, and rewards its shareholders.

Bank of America stresses the importance of working together and offering flexibility to its employees, implementing a multi-faceted approach tailored to the distinct roles within the organization.

Bank of America offers a career path filled with opportunities for learning, growth, and the capacity to influence change. We encourage you to become a part of our team and make a positive impact through your work with 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 include:

• Recognizes client requirements and suggests strategies for addressing instances of fraud
• Ensures the precise recording of information obtained in client communications
• Identifies and advances through proper channels items requiring risk appraisal, distinct treatment, or extended assessment
• Swiftly applies insights garnered from regular updates and learning materials to conversations, showcasing agility and accuracy
• Guarantees compliance with industry regulations, meticulous adherence to bank procedures, safeguards the integrity of the department's system, and maintains stringent financial controls

Required qualifications include:

• Demonstrates a strong zeal, honesty, loyalty, and determination to provide a valuable and distinctive service that enhances our clients' financial situations
• Demonstrates a comprehensive understanding of how life events can influence a client's financial standing and is equipped to offer dynamic recommendations and address intricate client issues through imaginative problem-solving approaches
• Displays a commitment to excellent attendance through proven reliability and the ability to adhere to the agreed-upon work schedule
• Embracing a supportive and cooperative team-player attitude that recognizes the necessity of managing calls promptly, even on weekends and holidays
• Demonstrates skilled and assured communication with clients to improve their financial lives
• Proficiency in engaging with clients entails initiating conversations, predicting client queries, articulating information clearly, building rapport, and addressing objections competently
• Welcoming of persistent performance evaluations and support
• Having the skill to learn and adjust to new information and technology platforms proficiently
• A certain level of familiarity with computers and current technology is expected
• Successfully handled challenging client interactions in various customer service scenarios for more than a year

Desired qualifications include:

• Proven history of working in the banking/financial sector for 1+ years
• Well-versed in providing client support for a period exceeding one year

Skills include:

• Attention to Detail
• Customer Service Management
• Directing attention towards providing tailored solutions and support to customers and clients is vital
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data collection and registration
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

A high school diploma, GED, or similar secondary school certification is necessary to fulfill the education prerequisite

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