Sr. Registered Phone Rep- Retirement and Benefits

Sr. Registered Phone Rep- Retirement and Benefits

Chandler, Arizona;Tampa, Florida; Jacksonville, Florida; Scranton, Pennsylvania; Pennington, New Jersey

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:

Sr Registered Reps have at least one year call center experience. Handle more complex calls including Integrated Benefits, Non Qual. Plans, Defined Benefit Plans, Merrill Lynch Advice Access, and Self Directed Brokerage.

Responsibilities:

Provides clients with clear information and specific details on their retirement and benefit plans

Trades stocks, bonds, and other investment instruments for high net-worth clients, casual investors, and active traders

Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service

Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable 24/7 account access

Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactivelyidentifying/escalatingpotential risk

Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access

Required Qualifications:

FINRA Securities Industry Essentials Examination (SIE), Series 7 Top-Off and Series 63 licenses

One or more years of call center experience

Minimum of one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence

Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections

Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills

Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions

Ability to handle confidential matters and sensitive information in a responsible manner

Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives

Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule

Ability to handle confidential matters and sensitive information in a responsible manner

Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays

Applies strong critical thinking and problem-solving skills to meet clients’ needs

Ability to work under pressure

Can learn and understand technology to assist clients with the latest in Digital and Digital banking​

Comfortable receiving ongoing performance feedback and coaching

Ability to learn and adapt to new information and technology platforms

Minimum of an intermediate level of proficiency with computers and current technology

Must be flexible to work various shifts; Monday – Sunday, 7:00 am – 11:00 pm EST; 40 hours per week

Must be flexible to work various shifts; Monday – Sunday, 6:30 pm – 5:30 am EST; 40 hours per week

1st and 2nd shifts

Desired Qualifications:

Understands Retirement plans and products

Knowledge of financial terms and concepts

Bilingual Spanish

Skills:

Account Management

Business Acumen

Customer and Client Focus

Issue Management

Regulatory Compliance

Active Listening

Oral Communications

Problem Solving

Risk Management

Trading

Adaptability

Attention to Detail

Valuation Ethics and Practice Standards

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the “EEO is the Law” poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the “EEO is the Law” Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.