Client Services Representative II (bilingual Spanish) 1st Shift, Tampa, Fl

Bank of America Bank of America · Banking · Tampa, FL

Client Services Representative II at Bank of America, responsible for resolving routine client requests via calls, chats, or emails in an inbound contact center. The role involves identifying client needs, recommending solutions (including for fraud), accurately recording data, escalating issues, and complying with regulations. Requires bilingual Spanish proficiency, strong communication, problem-solving skills, and computer proficiency.

What you'd actually do

  1. Identifies client needs and recommends solutions when fraud has been identified
  2. Records data captured during client interactions accurately
  3. Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
  4. Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
  5. Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Skills

Required

  • Proficiency in both English and Spanish (speaking and reading)
  • 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

Nice to have

  • 1+ years of experience in the banking/financial industry
  • 1+ years of experience working in a client service capacity​

What the JD emphasized

  • Proficiency in both English and Spanish (speaking and reading)