Job Description:
Line of Business Role Description
The Sr Client Service Representative role is meant for those looking to make a real impact and build a career in financial services. The role is ideal for those with a passion for assisting clients with their banking transactions while building relationships and helping to identify their needs. Client Service Representatives (CSR) have a passion for delivering a personalized and caring experience – they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request. Those in the Sr Client Service Representative II role are experts who care for Merchant clients in our small business or commercial client portfolio.
Additional Job Details:
Provide clients with a personalized rewarding experience that starts with answering Merchant clients’ questions as well as understanding each client’s unique needs
Provides a high level of service and support to clients on complex servicing needs for Merchant clients, including account research, funding and billing inquiries and account maintenance requests that require specialized handling
Possess a passion and urgency to serve our clients and operate as a client advocate
Provide clients with a personalized rewarding experience that starts with answering clients’ questions as well as understanding each client’s unique needs
Has the 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.
Use resources and innovative technology to optimize the client experience and inform and educate clients on how to understand and act on business insights provided through the Merchant platform, answer client questions, and research and resolve client concerns
Process transactions accurately and efficiently to build client confidence and trust, based on established policies and procedures.
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.
Navigate all internal partnerships and activities throughout the inquiry to deliver an accurate and timely service
Manage multiple requests simultaneously that contain a variety of complexities and resolution periods
Work independently with good organizational skills to overcome challenges with requests and ensures our clients’ needs are satisfied
Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience
Demonstrate deep industry and product knowledge to improve client relationships and mitigate risk throughout the servicing process
Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience
Flexibility to work specified shifts and extended hours as necessary
Support servicing of escalated and complex servicing issues within the Merchant Services product portfolio
May participate in change process / initiatives as needed
Required Skills:
2-4 years of experience in a Call Center atmosphere preferred
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.
Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
Has a 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.
Has the 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.
Is comfortable receiving ongoing performance feedback and coaching.
Has the ability to learn and adapt to new information and technology platforms.
Has at least an intermediate level of proficiency with computers and current technology.
Preference for past experience supporting small business or commercial clients and/or credit card industry knowledge
Desired Skills:
2-4 years of experience in Credit Card/Merchant Services industry experience preferred
2-4 years of servicing small business or commercial clients preferred
Shift:
1st shift (United States of America)Hours Per Week:
40
Our company “What would you like the power to do?” At Bank of America, we ask this question every day of all those we serve. It is at the core of... Read more