Client Services Representative III - Bilingual Mandarin Required

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for resolving complex 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. Responsibilities: Identifies client needs and recommends solutions Records data captured during client interactions accurately Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls Resolves common request types and applies knowledge of expanded scope to additional specialty requests that have increased complexity and risk Navigates multiple systems, products, or skills to resolve client needs Required Qualifications: Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives Fully 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 solutions Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays Communicates effectively and confidently with all clients to make their financial lives better Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections Comfortable receiving ongoing performance feedback and coaching Ability to learn and adapt to new information and technology platforms Minimum of an intermediate level of proficiency with computers and current technology 1+ years of customer/client service experience, including experience handling difficult client situations Proficient in English and Mandarin Desired Qualifications: 1+ years of experience in the banking/financial industry 2+ years of experience working in a client service capacity Skills: Attention to Detail Client Solutions Advisory Customer Service Management Customer and Client Focus Issue Management Account Management Active Listening Adaptability Data Collection and Entry Problem Solving Analytical Thinking Client Experience Branding Fraud Management Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC Internal 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 Pay Transparency details US - CA - Glendale - 345 N Brand Blvd - GLENDALE MAIN OFFICE (CA8109) Pay and benefits information Pay range $25.00 - $28.85 hourly pay, offers to be determined based on experience, education and skill set. Predictable pay This role is compensated with a base salary and is not incentive eligible. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. 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