Credit Assistance Specialist Consumer Card- Bilingual Spanish- 2nd Shift

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 banks 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 clients situation using ethical behavior that is consistent with the banks 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:

• Bachelors 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

Proficient in both English and Spanish - Successful completion of the language assessment required

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: