Preferred Client Specialist, Bilingual, English & Spanish - Full-time

Job Description:

As a Bank of America Preferred Relationship Specialist you are responsible for providing a world class service experience to each and every Preferred client (our most affluent client.) Your inbound phone support of this high value, high opportunity client will include - unwavering commitment to service excellence; demonstrated ownership of service inquires; proficient problem resolution that spans simple to complex; understanding and applying financial products and solutions in order to fulfill relevant relationship deepening opportunities. Candidates will be required to meet and/or exceed minimum performance standards and are measured with incentive opportunities across multiple operational thresholds and behavioral competencies. The employee will receive ongoing performance coaching that must be incorporated into future customer interactions. The employee will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks.

Required skills:

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
• Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.
• At least an intermediate ability in computer skills.
• A minimum of 1 year of experience working with customers.
• At least 1 year of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• Are fluent (reading, writing, speaking) in English and Spanish

Desired skills:  

• Ability to work weekends, either rotating or set days as outlined in the job requisition.
• Ability to work evenings, either rotating or set days as outlined in the job requisition.
• A minimum of 1-2 years of experience in the Banking/Financial industry.
• A minimum of 1-3 years of experience working in a call center.
• A minimum of 1-3 years of experience working in customer relations.
• A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.

Shift:

2nd shift (United States of America)

Hours Per Week: 

40