Client Service Representative - Year Up

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Job Description:
This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information

• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service

• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk

• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients

• Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access

Skills:

• Account Management

• Customer and Client Focus

• Issue Management

• Oral Communications

• Active Listening

• Adaptability

• Problem Solving

• Risk Management

• Attention to Detail

• Business Acumen

• Valuation Ethics and Practice Standards

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Required Background

Must be a current Year Up intern at Bank of America

Shift:
1st shift (United States of America)

Hours Per Week:
40

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