About the Company
Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. With a robust presence in Charlotte, NC, we are committed to making financial lives better through the power of every connection.
Job Description
As a Virtual Liaison with a Customer Care focus at Bank of America, you will play a crucial role in enhancing our customer experience through remote interactions. This 100% remote position requires you to be a primary point of contact for clients, providing exceptional support, resolving inquiries, and guiding them through various financial processes. You will leverage technology to deliver seamless and personalized service, ensuring every customer feels valued and understood. This role is ideal for individuals passionate about customer advocacy and comfortable operating in a dynamic virtual environment.
Key Responsibilities
- Act as a primary point of contact for customers via phone, email, and chat, addressing inquiries and concerns.
- Provide accurate information and guidance on Bank of America products, services, and policies.
- Resolve customer issues efficiently and effectively, escalating complex cases to appropriate departments when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Educate customers on self-service options and digital tools available to them.
- Collaborate with internal teams to ensure a cohesive and positive customer experience.
- Adhere to all compliance and regulatory guidelines while handling sensitive customer information.
- Continuously seek opportunities to improve customer satisfaction and loyalty.
Required Skills
- Excellent verbal and written communication skills
- Strong active listening and empathy abilities
- Proficiency in using CRM software and other virtual communication tools
- Ability to troubleshoot and problem-solve effectively
- Exceptional organizational and time management skills
- High level of patience and professionalism
- Ability to work independently in a remote setting
- Strong understanding of customer service principles
Preferred Qualifications
- Previous experience in a virtual customer service or liaison role
- Familiarity with financial services products and terminology
- Bachelor's degree in Business, Communications, or a related field
- Multilingual capabilities (e.g., Spanish, Mandarin)
- Experience with Salesforce or similar CRM platforms
Perks & Benefits
- Competitive salary and performance-based incentives
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Employee assistance program
- Career development and training opportunities
- Remote work flexibility
- Tuition reimbursement program
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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