1500025996 Relationship Specialist

Mô tả công việc

Description: Relationship Specialists are primarily responsible for providing consumer financial products and services to Bank of America customers through either inbound or outbound telephone channels. They resolve complex or escalated issues, identify and address cross-sell opportunities and ensure appropriate levels of service are received by customers. They serve as resident experts for one or more Bank of America products and services and develop and retain customer relationships. They may perform tasks such as routine account-related transactions, opening deposit accounts, and handling customer service requests. Relationship Specialists receive additional product knowledge training and are responsible for the successful resolution of all customer requests. Typically requires 1-3 years of customer service phone experience.   The primary role of the Preferred Centralized Sales Agent is to make clients aware of the breadth of services Bank of America offers to maximize their banking and investment relationships and achieve financial well-being. As part of the Preferred Banking & Investments line of business, these agents will act as the primary outbound contact center team for our most valuable consumer clients. In addition, they will take inbound calls in support of new products and direct marketing to these clients. CSAs will need to balance inbound and outbound service and sales calls in order and be able to show empathy, educate, provide awareness, answer detailed questions, and sell new products and services to clients to help them see how Bank of America can help them achieve their financial goals. Campaigns will include Welcome Calling, direct sales offers, external or internal event calling to prevent or mitigate potential client impact, service and retention calling. Also, the CSA will accurately and efficiently transact service requests and provide fulfillment of some banking services and products. In addition, the CSA will engage FSA partners in the Banking Center Channel and Merrill Edge Advisory Center inviting clients to speak with these partners for a customer review.   The CSA should have experience in service and sales within a call center or retail environment. The CSA will be responsible for upholding Preferred Client Experience Standards and leverage effective partnerships with internal business partners including Banking Center teammates, Small Business Bankers, Mortgage Loan Officers, Financial Advisors, Customer Services & Solutions (CS&S) and Merrill Edge Advisory Center (MEAC). The CSA will directly report to a Team Manager on the Preferred Centralized Services team whom will work closely with the Unit Manager and Preferred Centralized Sales Executive to achieve target performance and campaign effectiveness. Key Job Responsibilities Assess customer needs with existing high asset, typically savvy banking clients. Leverage business knowledge to determine prudent and appropriate conversations to meet client’s needs by recommending either services or financial solutions. Demonstrate strong awareness of all opportunities to serve our customers providing best in class customer service Pro-actively build relationships with potential and existing clients to meet business objectives. Comply with all applicable banking and investment laws, regulations, company polices, and procedures, in order to serve the clients' best interests and enhance client satisfaction.