Wealth Management Fraud & Claims - Csr

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Job Summary:

Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem-solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above.

Job Description:

As a Wealth Management Client Services Representative, you will work in an inbound contact center providing exceptional service to our Merrill Wealth Management clients regarding their accounts which may include but is not limited to credit and debit cards and small business accounts. Client Services Representatives will handle inbound calls from clients, branch offices, banking centers, and various internal associates. CSR’s must handle all scenarios within the bank's policies and procedures. The expectation of a CSR is to be actively engaged in a conversation with our client or internal partner while accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand.

Key Responsibilities include:

• Provide clients and internal partners with clear, complete, and accurate responses to their questions and inquiries at point of call
• Deliver quality service by providing effective and efficient operations support for the assigned area's internal business partners and/or external customers and potential clients
• Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research, and resolve issues with client accounts
• Display passion, commitment and deliver an experience that improves our customers’ financial lives

Required Skills:

• Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
• Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
• Strong analytical ability and organizational skills
• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients
• Proven ability to handle professionally and tactfully confrontational and/or stressful interactions and ability to de-escalate difficult client situations
• Able to prioritize issues and handle several sensitive processes at once in a timely fashion
• Must be able to work independently with minimal supervision, excellent decision-making skills, work for accuracy and must be able to meet deadlines
• Customer service skills and the ability to resolve problems and prevent client dissatisfaction
• Handling escalated clients and demonstrates the ability to de-escalate when possible
• Ability to manage/direct multiple functions effectively while delivering results
• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing environment
• Ability to handle confidential matters and sensitive information in a responsible manner

Desired skills:

• Experience working in a client focus environment
• Knowledge of financial terms and concepts
• Understanding of retirement plans and products

Shift:

Hours Per Week: