Client Services Representative II
Company: Bank of America
Location: Phoenix
Posted on: April 1, 2026
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Job Description:
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 routine
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 when fraud has
been identified 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
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 Desired Qualifications: 1
years of experience in the banking/financial industry 1 years of
experience working in a client service capacity? Skills: Attention
to Detail Customer Service Management Customer and Client Focus
Issue Management Active Listening Adaptability Client Solutions
Advisory Data Collection and Entry Problem Solving Account
Management Analytical Thinking Client Experience Branding Fraud
Management Minimum Education Requirement: High School Diploma / GED
/ Secondary School or equivalent Shift: 1st shift (United States of
America) Hours Per Week: 40
Keywords: Bank of America, Prescott , Client Services Representative II, Customer Service & Call Center , Phoenix, Arizona
