Bank of America is one of the world’s leading financial institutions, serving individuals, small- and middle-market businesses, large corporations, and governments with a full range of banking, investment management and other financial and risk management products and services.
Customer Care Representative
Job Description
As a trusted business development firm, we have been instrumental in the growth and implementation of new telecommunications options within the Worcester and Greater Boston region. As our largest client expands its products and services, we strive to connect the community with the most advanced technology available. Our team of Customer Care Representatives and managers identify the areas in which they can help and provide solutions to prospective customers via service, sales, and product information.
We equip our Customer Care Representatives with the comprehensive knowledge and resources necessary to succeed in their positions. This support is designed to assist our clients in making their innovations known and achieving their overall sales, outreach, and customer service goals, as well as ensuring our Customer Care Representative team can feel comfortable working together.
Customer Care Representative Responsibilities
- Initiate and complete the sales and customer service process by communicating with consumers
- Utilize client-provided information, devices, and resources to provide proper and knowledgeable service to customers
- Discuss client offerings, promotions, and services with the consumer base to provide practical solutions to their current issues
- Meet with management and members of the Customer Service and Sales Representative team for training on required client operations, sales, and product knowledge
- Become familiar with telecommunications industry trends, competing firms and their offers, and new products to answer consumer questions and negotiate the best service solutions
- Achieve development goals by measuring and tracking sales metrics, consumer outreach, and market trends
What We Look For In a Customer Care Representative
- Have 1-2 years of entry-level experience in customer service, sales, marketing, business, or communications
- Be ready to learn and implement entry-level business training in order to serve the client properly
- Build an understanding of the telecommunications field and continue to check on industry trends
- Ability to work with other Customer Care Representatives and management team members to build and achieve client goals in sales, product visibility, and service metrics
- Desire to expand their knowledge and skills past the entry-level through training and proper guidance
- Have professional and friendly communication skills, both with customers and with team members within the office
- Be reliable in time management to ensure all sales, consumer outreach, and advancement goals are met within the expected time
Our team looks forward to welcoming a new Customer Care Representative with the drive to help others and succeed within the business!
Support Services Specialist III
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!
Support Services Team:
Support Services, part of Global Human Resources, provides Bank of America businesses with the products or services they need, while providing meaningful, sustainable employment to persons living with disabilities.
Their high quality, competitively priced, offerings include:
Fulfillment
- Manual package assembly
- Customer document print, insert & mail
Graphic arts and printing
- T-shirt and apparel screen printing
Data Entry
- Electronic categorization of consumer documents
- ATM compliance validation
Inventory Management
- Warehouse storage
- Distribution services
As a winner of multiple awards, including the prestigious New Freedom Initiative Award from the U.S. Department of Labor, Support Services represents Bank of America’s ongoing commitment to social responsibility, inclusion, and the removal of barriers for people living with disabilities.
Job Description:
This job is responsible for performing routine tasks supporting the day-to-day manual fulfillment projects for Support Services. Key responsibilities may include the preparation of mail, boxes, and fulfillment projects, labeling, packaging, folding, inserting, and other miscellaneous mailing functions. Job expectations may include clearly communicating with their onsite manager, reading a checklist of instructions, sorting, and counting documents, verifying appropriate and accurate information is provided within the documents, and inserting documents into an envelope.
Responsibilities:
- Completes quality review processes for fulfillment projects, assisting in completing multi-level tasks
- Identifies errors or customer privacy breaches and escalates to the attention of the manager for correction
- Scans barcodes or enters data into a document tracking system, working accurately and efficiently with attention to detail
- Organizes documents and verifies appropriate, accurate information is provided
- Assists associates to resolve administrative problems
- Maintains a foundational understanding of the team’s business operations and adheres to the bank’s and department guidelines policies
Required Qualifications:
- Ability to comprehend instructions and receive feedback.
- Ability to read and follow a checklist/picklist.
- Ability to sit and remain focused for long periods of time while working on a singular task.
- Ability to work well with others, in a team environment, in a professional office setting.
- Ability to complete tasks in a time sensitive environment while maintaining accuracy level expected.
- Ability to count.
- Ability to manage time – arriving to work, and returning from lunch and breaks on time.
- Ability to identify and elevate issues to team manager.
- Ability to lift at least 25lbs.
Desired Qualifications:
- Basic computer navigation.
- Attention to detail, with highly accurate data entry.
- Ability to scan barcodes into a computer system and navigate through screens appropriately.
- Ability to perform routine clerical / administrative duties (that do not typically require independent judgment).
- Ability to ensure printers are filled with paper and refill as necessary.
Skills:
- Active Listening
- Attention to Detail
- Collaboration
- Quality Assurance
- Issue Management
- Problem Solving
- Emotional Intelligence
Minimum Education Requirement: No education requirement
Shift:
1st shift (United States of America)
Hours Per Week:
40
Money Movement Operations Processing
The Operations Processing Generalist is responsible for reviewing and processing a variety of money movement requests for Bank of America/Merrill clients. Processing includes a thorough review of written transaction requests and employs a high risk and fraud prevention mindset to ensure the security of client accounts and to minimize risk/loss to the company. For incomplete transaction requests, resolution is required either via outbound client contact or written correspondence, depending on the type of transaction and what information is missing.
Required Qualifications:
- Problem Solving and Decision-Making Skills
- Ability to think analytically and effectively manage risk using strong research skills, applying best practices and leveraging past experiences to resolve problems
- Professional Demeanor: Demonstrating patience, composure and client service attitude
- Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s request
- Initiative: Willingness and ability to play an active role in identifying and implementing process improvements as well as a willingness to help others
- Strong ownership and resolution skills
- Good organizational and time management skills
Desired Qualifications:
Customer Service experience
Operations processing experience
Experience with money movement transactions
Ability to multi-task
Enterprise Job Description:
This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include handling routine and standard transactions according to established procedures and prescribed processes in support of Merrill. Job expectations include referring more complex problems to management.
Responsibilities:
- Processes transactions according to established procedures and prescribed processes
- Demonstrates operational discipline while handling routine and standard operational functions
- Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
- Assists with phone calls, email boxes, and processing queues
Additional Skills Used:
- Account Management
- Adaptability
- Customer and Client Focus
- Data Collection and Entry
- Process Effectiveness
- Active Listening
- Continuous Improvement
- Customer Service Management
- Data Quality Management
- Result Orientation
- Attention to Detail
- Business Operations Management
- Business Process Analysis
- Critical Thinking
- Process Management
Life Services Financial Services Representative
This job is responsible for providing phone-based services to relationship jobs where the representative is expected to take several inbound service calls daily to solve for financial needs. Key responsibilities include deepening relationships by referring clients to specialized sales teams and serving as a central entry point into a fully licensed financial services career. Job expectations include managing products, trading in self-directed accounts, and maintaining knowledge on chat functionality and a wide variety of products.
Responsibilities:
• Identifies clients’ needs and find proper solutions to meet those needs by referring sales opportunities to specialist and sales teams
• Focuses daily on service to sales with existing Merrill clients
• Provides exceptional client care, growing client relationships, and guiding clients with needs-based solutions that will support the financial goals
We’ll help you
• Develop the knowledge and skills you need to deliver world-class client care through the award-winning Bank of America Academy
• Get training and one-on-one coaching from academy managers who are invested in your success
• Build your knowledge of core banking and investment solutions and connect clients to all of the solutions we provide
• Develop techniques to confidently engage with clients by telephone
• Continue to learn and grow in a culture where growth and career advancement are a priority
As a Financial Services Representative I, you can look forward to
• Providing a world class client experience through point of call account servicing and resolution
• Working in a well-compensated, highly collaborative environment
• Growing client relationships by understanding needs and presenting services and solutions offered throughout Merrill and Bank of America
Required Qualifications:
• Is client-focused with a passion for excellence and a positive team attitude
• Is self-motivated, goal-oriented, and has the ability to multitask in a fast moving, performance –based environment
• Has the ability to identify clients’ needs and find proper solutions to meet those needs by referring sales opportunities to specialist and sales teams
• Is an effective communicator with an aptitude for sales and relationship management
• Has strong computer skills
• Wants to establish a long-term career in the financial services industry at a fast-growing company that rewards hard work and dedication
• Is ambitious, disciplined, hardworking, resilient, and willing to learn
Additional Skills Used:
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Prioritization
• Active Listening
• Decision Making
• Emotional Intelligence
• Result Orientation
• Written Communications
• Account Management
• Adaptability
• Client Experience Branding
• Coaching
• Referral Identification
