Call Center Inbound - Banking Specialists

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This role is responsible for connecting clients with the breadth of solutions that Bank of America offers to help achieve their financial goals in a virtual environment. Advanced Client Solutions Specialists balance service requests and sales opportunities, are experts on financial solutions, probe to understand life and financial goals, and pair new solutions and services to meet client needs.

An Advanced Client Solutions Specialist (responsibilities)

• Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs
• Responds to customer inquiries and concerns, creating customized solutions
• Sells and fulfills banking products (examples: checking & savings accounts, credit cards, CDs, IRAs, loans)
• Identifies client needs for Specialist (licensed) sales functions and refer to partners (Merrill, Lending, & Small Business)
• Quotes rates, terms and programs for banking solutions
• Manages risk in every business, product and service transaction leveraging available tools

Required skills:

• Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives
• Has the ability to engage with clients and seek to understand their needs while actively sharing options using plain language, building rapport and showing empathy
• Is curious, has a growth mindset and is comfortable receiving ongoing performance feedback and coaching
• Enjoys ongoing change and learning new technology/processes
• Has an intermediate level of proficiency with computers

Desired skills (that may result in a higher than average starting salary)

• Experience in financial services
• Experience in sales, cross-selling, upselling or referring products
• Experience working in an inbound or outbound contact center (phone, chat and or video)
• Experience working as a Personal Banker managing high client volume

Skills Used in this Role:

• Relationship building
• Consumer products and solutions
• Telephone sales
• Referral Sales
• Transitioning client conversations
• Customer focus
• Customer service
• Building rapport
• Establishing Trust
• Active Listening
• Overcoming objections
• Gaining agreement
• Multitasking
• Oral communication
• Problem solving