Life Services Financial Services Representative

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders every day. Our inclusive workplace fosters career development, performance recognition, and wellness through affordable, competitive, and flexible benefits. We value diverse backgrounds and experiences—whether from military service, community college, or varied career paths—as they strengthen our workforce and enrich the communities we serve.

Bank of America supports an in-office culture that emphasizes collaboration, engagement, and career growth, with clear in-office expectations and role-specific flexibility.

About the role

This role is part of the Life Services team, focusing on guiding beneficiaries through the transition of deceased account assets. As a Life Services Financial Services Representative (Transition Specialist), you will own the wealth transition process. Your day-to-day work includes taking inbound calls, processing documents, and preparing accounts for distribution to heirs. You may interact with beneficiaries, executors, attorneys, advisors, or state officials to assist with required documentation and guide them through the transition process.

Responsibilities

• Deliver exceptional customer service by resolving escalated and complex inquiries about accounts in a timely manner.
• Triage client requests and refer them to appropriate internal specialists.
• Apply knowledge of financial products, financial planning, and banking services to educate clients on value-added opportunities.
• Drive the wealth transition process through inbound and outbound calls, document processing, and distribution processing.
• Provide excellent client service to build value and identify opportunities for deeper conversations with licensed Financial Solutions Advisors (FSAs).
• Build relationships with clients through proactive outreach and client-focused call flow.
• De-escalate client concerns by empathizing, taking ownership, and providing clear next steps and time frames.
• Execute client disposition instructions for both simple and complex scenarios, including multiple beneficiary situations.

Requirements

• Delivers solutions and experiences that improve clients’ financial lives.
• Applies learnings and adapts new information to identify appropriate client solutions.
• Builds strong client relationships through effective communication and collaboration.
• Displays a proactive and ambitious mindset with effective time management.
• Demonstrates a results-driven mindset and prioritizes client interests.
• Willingness to establish a career in the financial services industry.
• Strong computer application skills, including Microsoft Office.

Qualifications

• High School Diploma, GED, or equivalent (minimum education requirement).
• Bachelor’s degree and/or minimum of one year of experience in a performance-based environment (desired).
• Ability to take 15-20 calls per day (desired).
• Coachable with a desire to provide white-glove service.
• Careful attention to detail and excellent verbal and written communication skills.
• Strong problem-solving skills.

Skills

• Active Listening
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Account Management
• Client Experience Branding
• Decision Making
• Emotional Intelligence
• Result Orientation
• Adaptability
• Coaching
• Prioritization
• Referral Identification
• Written Communications

Schedule

1st shift (United States of America), 40 hours per week.