Customer service Resp

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

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.