Client Services Representative II - ACS

Location: Utica, NY, United States
Position Overview: 
Client service representatives (CSRs) go beyond processing simple account transactions – you’ll listen to client needs and advise on products and services to support our clients through life events and moments that matter. Anticipate and resolve client concerns with the goal of exceeding each client’s expectations, no matter how large or small the request. CSRs work in an inbound client service contact center that requires sitting and taking calls for the entire shift, with structured breaks. Being there for our clients is our number one priority. In order to do that, we need our employees to adhere to schedules that ensure our clients have every opportunity to connect with a client service professional in their moments that matter.

Benefits:
• Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
• Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
• Understanding how clients engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.
• Navigating multiple computer applications while interacting with the client.
• Listening to, understanding and providing solutions for our client's needs.
• Incentive opportunities for meeting and/or exceeding critical performance standards.
• A world-class suite of employee benefits, including tuition and child care reimbursement and employee discount programs.
• The Consumer Academy, our world-class training program for Consumer and Small Business employees, providing access to the tools and resources you need to invest in your development and build a successful career at Bank of America.
• Potential to own your career growth opportunities.


 
Required Qualifications: 
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions.
• Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
• Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays.
• Communicates effectively and confidently with all clients to make their financial lives better.
• Has the ability to engage with clients – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
• Is comfortable receiving ongoing performance feedback and coaching.
• Is comfortable with ongoing change and learning new technology/processes.
• Has 1+ year of customer/client service experience, including experience handling difficult client situations.
• Has at least an intermediate level of proficiency with computers and current technology.

Desired Qualifications: 
• 1+ year of experience in the banking/financial industry.
• 1+ year of experience working in a client service call center.
Melissa Galloway
ProEnlist, LLC
720-358-4638 Direct
720-507-2417 SMS
melissa@proenlist.com 
www.proenlist.com 

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