Life Services Financial Services Representative

About the role

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. 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, handling inbound calls, processing documents, and preparing accounts for distribution to heirs. You will interact with beneficiaries, executors, attorneys, advisors, or state officials to assist with required documentation and guide them through the logistics of the transition process.

Responsibilities

• Deliver exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner.
• Triage client requests and make referrals 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 forward through a combination of inbound and outbound calls, document processing, and distribution processing.
• Provide excellent client service to build value and identify opportunities for deepening 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 on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios.

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 and effective time management.
• Demonstrates a results-driven mindset and prioritizes client interests.
• Demonstrates a willingness to establish a career in the financial services industry.
• Strong computer application skills, including Microsoft Office.

Qualifications

Required:

• High School Diploma / GED / Secondary School or equivalent.

Desired:

• Bachelor’s degree and/or minimum of one year of experience in a performance-based environment.
• Ability to take 15-20 calls per day.
• Coachable with a desire to provide white-glove service.
• Careful attention to detail.
• 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.