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 a diverse and 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.
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 providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.
Responsibilities:
- Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
- Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
- Determines the right solution for the client while staying within collections compliance guidelines
- Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
- Achieves quality standards and meets key performance indicators
- Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses
Required Qualifications:
- Minimum of one year of customer service experience
- Excellent verbal and written communication skills
- Ability to work within the operating hours and days for this position as outlined in the posted job requisition
- Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
- Proficient in dealing with customer issues in both a routine and complex environment
- Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
- Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making
Desired Qualifications:
- Bachelor’s Degree in related field or equivalent work experience
- Credit assistance and collections experience
- Inbound/outbound call center experience
- Banking/financial services experience
- Knowledge of banking operations
Skills:
- Active Listening
- Attention to Detail
- Client Solutions Advisory
- Oral Communications
- Account Management
- Adaptability
- Collaboration
- Data Collection and Entry
- Interpret Relevant Laws, Rules, and Regulations
- Liquidity Management
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
2nd shift (United States of America)
Hours Per Week:
40
Top Skills
What We Do
We make financial lives better for our clients and our communities through the power of every connection. Our employees are at the heart of this purpose, and are key to driving responsible growth.
Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.
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