Client Services Representative II - Bilingual Spanish Required

Bank Of America Job OpportunityAt Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.ResponsibilitiesIdentifies client needs and recommends solutions when fraud has been identifiedRecords data captured during client interactions accuratelyIdentifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysisReads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracyComplies with industry regulations, bank procedures, integrity levels of the department's system, and financial controlsRequired QualificationsDisplays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients' financial livesFully 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 solutionsShows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleDependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidaysCommunicates effectively and confidently with all clients to make their financial lives betterAbility to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objectionsComfortable receiving ongoing performance feedback and coachingAbility to learn and adapt to new information and technology platformsMinimum of an intermediate level of proficiency with computers and current technology1+ years of customer/client service experience, including experience handling difficult client situationsProficient in English and SpanishDesired Qualifications1+ years of experience in the banking/financial industry1+ years of experience working in a client service capacitySkillsAttention to DetailCustomer Service ManagementCustomer and Client FocusIssue ManagementActive ListeningAdaptabilityClient Solutions AdvisoryData Collection and EntryProblem SolvingAccount ManagementAnalytical ThinkingClient Experience BrandingFraud ManagementMinimum Education Requirement: High School Diploma / GED / Secondary School or equivalentInternal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.Shift: 1st shift (United States of America)Hours Per Week: 40