Bilingual, Spanish & English, Client Services Representative II

  • Bank of America
  • Newark, DE, United States
  • Sep 13, 2017
Full time Banking Customer Service

Job Description

As a Client Services Representative II employee you will provide customer solutions by providing seamless delivery of service and/or fulfillment requests by answering calls in a contact center environment. You must possess the ability to clearly communicate solutions to complex card inquiries for Small Business customers. You will be required to master multiple products and possess the ability to retain customer relationships. Employees will perform routine account related transactions which may involve referring customers to the appropriate line of business for products not supported by customer service contact centers. The employees may also be required to solve problems and investigate/resolve a wide variety of inquires and requests that include gathering additional information, setting expectations and working with other departments to fulfill the request. In addition, the employee may handle escalated inquiries by partnering with other teammates to resolve customer requests. Employees will also route, maintain and track outstanding servicing requests which will require thorough follow up. Employees are accountable for the successful resolution of all customer requests. The employee will receive ongoing performance coaching that must be incorporated into future customer interactions. The employee 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. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks.

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.
  • At least an intermediate ability in computer skills.
  • A minimum of 1 year of experience working with customers.
  • At least 1 year 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.
  • Are fluent (reading, writing, speaking) in English & Spanish.

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.
  • A minimum of 1-2 years of experience in the Banking/Financial industry.
  • A minimum of 1-3 years of experience working in a call center.
  • A minimum of 1-3 years of experience working in customer relations.
  • A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.