Client Services Representative II- Utica, NY- 2nd Shift

Job Overview At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. You will be responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment, ensuring accuracy, using logic, and delivering a great client experience. Responsibilities Identify client needs and recommend solutions when fraud has been identified. Record data captured during client interactions accurately. Identify and escale items requiring risk review, exception handling, or further analysis through appropriate channels. Read frequent updates and learning materials, often while on the call, and implement them into conversations with speed and accuracy. Comply with industry regulations, bank procedures, integrity levels of the department's system, and financial controls. Provide seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions. Required Qualifications Display passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves clients’ financial lives. Fully understand how life events can impact a client’s financial situation and be prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions. Show commitment to excellent attendance with proven reliability and adhere to the agreed-upon work schedule. Demonstrate dependable team‑player attitude with an understanding that calls must be handled immediately, including weekends and holidays. Communicate effectively and confidently with all clients to make their financial lives better. Engage with clients—begin a conversation, anticipate potential questions, actively share information using plain language, build rapport, and handle objections. Be comfortable receiving ongoing performance feedback and coaching, and be able to learn and adapt to new information and technology platforms. Possess intermediate proficiency with computers and current technology. Have 1+ years of customer/client service experience, including handling difficult client situations. Desired Qualifications 1+ years of experience in the banking/financial industry. 1+ years of experience working in a client service capacity. Skills Attention to Detail Customer Service Management Customer and Client Focus Issue Management Active Listening Adaptability Client Solutions Advisory Data Collection and Entry Problem Solving Account Management Analytical Thinking Client Experience Branding Fraud Management Education Requirement High School Diploma / GED / Secondary School or equivalent. Shift & Hours Shift: 2nd shift (United States of America) – 40 hours per week. Pay & Compensation Hourly pay: $25.00 – $27.88, offered based on experience, education, and skill set. Predictable pay with a base salary; no incentive eligibility. Benefits Benefits include industry-leading coverage, paid time off, and resources to support employees’ well‑being. Location US – NY – Utica – 5701 Horatio St – 5701 Horatio Arterial (NY7501). Privacy Statement Pay Transparency #J-18808-Ljbffr