Job Description

Job Description

Job Description

Job Title: Customer Service Representative (Level III)

Location: Chandler, AZ (AZ1-800-02-60)

Duration: Contract - 12 months

Pay Range: $21/hr (W2)

Job Description

We are seeking a  Customer Service Representative (Level III)to join our Wealth Management Client Services Banking and Brokerage team. The ideal candidate will have strong experience in  high-volume call center client support, financial account servicing, and multi-application navigation and a proven ability to  deliver accurate, compliant, and client-focused resolutions on first contact .

Responsibilities:

• Assist high-net-worth clients with inbound inquiries on Bank of America banking products and Merrill Lynch investment accounts, including balance inquiries, account maintenance, online navigation, and transaction research.
• Provide clear, complete, and accurate responses at point of call to clients and internal partners.
• Deliver quality service by supporting effective and efficient operations for internal business partners and external customers.
• Manage risk through accurate authentication and adherence to policies and procedures, escalating potential risk when identified.
• Navigate multiple systems and tools to interpret policies, research issues, and resolve client account concerns.
• Demonstrate commitment to improving clients’ financial lives through professional and respectful service.

Work Schedule and Expectations:

• Overnight shift. Tuesday–Saturday, 9:00 pm–5:30 am EST.
• Training schedule: Monday–Friday, 9:00 am–5:30 pm EST. Post-training schedule aligns to shift selected at offer.
• Must work on site in a virtual setting during training. Personal items such as blankets are not permitted.
• Attendance and punctuality are required. Use the call-out line and communicate with supervisor and vendor as directed. Up to 16 hours within the first 90 days are allotted. Time off during training is not recommended.
• Business casual attire is required, including for interviews. Cell phone use is limited to designated locations and times per manager guidance.

Required Skills & Qualifications:

• 2+ years of customer service experience in a fast-paced, high call volume environment.
• Proficiency navigating multiple systems and screens while engaging clients and accurately documenting notes.
• Computer literacy with Microsoft Outlook, Word, and PowerPoint.
• Strong verbal and written communication, grammar, and professional interaction with clients, peers, and management.
• Ability to de-escalate and resolve complex client situations with respect and poise.
• Flexibility under pressure and adaptability to change in a call center environment.
• Receptiveness to coaching with a positive attitude toward continuous improvement.
• Ability to handle confidential and sensitive information responsibly.
• Self-motivated and ambitious with reliable attendance.

Preferred Skills:

• Experience supporting wealth management, banking, or brokerage products.
• Familiarity with authentication and risk procedures in financial services.

Work Location: In person

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