Client Support Associate

Client Support Associate

Career Position at Bank of America:

Bank of America is devoted to enhancing financial welfare by fostering impactful connections with its stakeholders. Responsible Growth governs the company's ethos, dictating its commitment to meeting the needs of clients, nurturing employees, supporting communities, and generating returns for shareholders.

Bank of America places value on collaboration and flexibility for its employees, utilizing a multifaceted strategy that considers the different types of roles within the company.

Bank of America promises a fulfilling career that includes growth opportunities, the chance to learn and develop, and the power to create lasting change. Come and be a part of our team as we work together to make a positive impact

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:

• Discerns client demands and provides guidance on resolving identified fraud issues
• Records client engagement details with precision
• Recognizes and escalates items needing risk assessment, exceptional handling, or further examination through the correct channels
• Consistently incorporates newly acquired information from updates and learning materials into conversations with speed and precision
• Meets industry regulations, follows bank procedures, safeguards the integrity of the department's system, and enforces financial controls

Required qualifications include:

• Expresses a strong sense of enthusiasm, integrity, commitment, and ambition to deliver a positive, differentiated service that enhances our clients' financial lives
• Displays a holistic understanding of how life events can shape a client's financial status and is poised to offer hands-on guidance and address complex client concerns using innovative problem-solving techniques
• Exhibits a dedication to maintaining high attendance and reliability by consistently adhering to the agreed-upon work hours
• Exemplifying a reliable and collaborative team-player attitude by acknowledging the immediate handling of calls, even during weekends and holidays
• Demonstrates adeptness in communication to empower clients in achieving financial improvement
• The skill of engaging with clients requires the ability to initiate conversations, anticipate client inquiries, share information in a straightforward manner, cultivate connections, and address concerns assertively
• Amenable to regular performance assessments and guidance
• Possessing the ability to absorb and adapt to new information and technology platforms
• Basic knowledge of computers and contemporary technology is a prerequisite
• Solid background in customer service with over a year of experience, including navigating through difficult client encounters

Desired qualifications include:

• Demonstrated expertise in the banking/financial industry for more than a year
• Skilled in client service with a background of over a year

Essential Skills:

• Attention to Detail
• Customer Service Management
• Putting customers and clients at the forefront of operations is essential for success
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Gathering and recording information
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

Meeting the minimum education requirement necessitates having a high school diploma, GED, or a comparable secondary school credential

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