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 answering detailed questions about products, accounts, and financial services offered. Key responsibilities include educating clients about value-added opportunities, identifying the need for deeper financial conversations, and referring clients to specialists across the bank. Jobs expectations include ensuring client needs are met in a timely fashion while adhering to procedures and guidelines.
This role will be a part of the Life Services team, which focuses on guiding beneficiaries through the transition of deceased account assets. Life Services Financial Services Representative (Transition Specialists) are owners of the wealth transition process for the team. Their day-to-day includes a combination of taking inbound calls, pre-filling and processing documents, and preparing accounts for distribution to heirs. In any one 8-hour shift, you may speak with beneficiaries, executors, attorneys, advisors, or state officials. Your responsibilities will include taking initial notification calls, assisting with required documentation, and helping guide beneficiaries through the logistics of the transition process.
Responsibilities:
Delivers exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner
Triages client requests and makes referrals to appropriate internal specialists
Applies knowledge of financial products, financial planning, and banking services to educate clients on value-added opportunities
Drive the wealth transition process forward through a combination of inbound and outbound calls, document processing, and distribution processing
Provide excellent client service to build value and identify opportunities for deepening conversations with our licensed FSAs
Build relationships with clients through proactive outreach and client-focused call flow
De-escalate client concerns by empathizing, taking ownership, and providing clear next steps and time frames
Responsible for executing on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios
Required Qualifications:
Delivers solutions and experiences that improve clients’ financial lives
Applies learnings and adapts new information to identify appropriate client solutions
Builds strong client relationships through effective communication and collaboration
Displays a proactive and ambitious mindset and effective time management
Demonstrates a results-driven mindset and prioritizes client interests
Demonstrates a willingness to establish a career in the financial services industry
Strong computer application skills, including Microsoft Office
Desired Qualifications:
- Ability to take 15-20 calls per day
- Coachable
- Desire to provide white-glove service
- Careful attention to detail
- Excellent verbal & written communication skills
- Problem solving skills
- Bachelor’s degree and/or minimum of one year of experience in a performance-based environment
Skills:
- Active Listening
- Attention to Detail
- Critical Thinking
- Customer and Client Focus
- Oral Communications
- Account Management
- Client Experience Branding
- Decision Making
- Emotional Intelligence
- Result Orientation
- Adaptability
- Coaching
- Prioritization
- Referral Identification
- Written Communications
Shift:
1st shift (United States of America)
**Hours Per Week: **
40