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. 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!

Job Description:
This job is responsible for providing credit assistance, solutions, and loss mitigation to our clients. Key responsibilities include handling outbound and inbound calls for multiple products at various stages of delinquency or risk, including pre-charge off or specialized areas, managing complex account relationships with an emphasis on financial analysis. Job expectations include leveraging exceptional problem solving competencies, sound judgement and decision making, empathy, and providing outstanding client service to meet both Credit Assistance and client needs.

Responsibilities:

• Reaches out to delinquent or high-risk 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
• Achieves quality standards and meets key performance indicators
• 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
• Provides coaching or guidance to other specialists on policies, procedures, or problems
• Builds rapport with clients that enables both short and long-term solutions to meet needs

Required qualification:

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
• Collections and Customer service experience, demonstrated commitment to providing quality customer service.
• Proven history of dependability.
• A working knowledge and ability to work effectively with Microsoft Office and other computer skills. Ability to navigate multiple computer systems while interacting with the customer.
• Ability to work a flexible schedule to meet business needs.
• Experience working in a team environment.
• Ability to think critically and use good, sound judgment in decision making.
• Self-motivated and goal-oriented.
• Excellent verbal and written communication skills.
• Ability to effectively handle difficult client issues.
• Proficiency in dealing with customers issues in both a routine and complex environment.
• Ability to multi-task and proven track record of working independently.
• Ability to adapt quickly to changes in the environment.

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Interpret Relevant Laws, Rules, and Regulations
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Liquidity Management
• Client Management
• Collateral Management
• Credit and Risk Assessment
• Fiscal Responsibility

Shift:

Hours Per Week: