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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
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 resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.
Responsibilities:
- Identifies client needs and recommends solutions when fraud has been identified
- Records data captured during client interactions accurately
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
Required Qualifications:
- 1+ years of customer/client service experience, including experience handling difficult client situations
- Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
- 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
- Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
- Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
- Communicates effectively and confidently with all clients to make their financial lives better
- Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
- 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
- Proficient in English and Spanish
Desired Qualifications:
- 1+ years of experience in the banking/financial industry
- 1+ years of experience working in a client service capacity
Skills:
- Attention to Detail
- Customer Service Management
- Customer and Client Focus
- Issue Management
- Active Listening
- Adaptability
- Client Solutions Advisory
- Data Collection and Entry
- Problem Solving
- Account Management
- Analytical Thinking
- Client Experience Branding
- Fraud Management
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.
Shift:
1st shift (United States of America)Hours Per Week:
40Skills Required
- 1+ years of customer/client service experience, including handling difficult client situations
- Proficient in English and Spanish (bilingual)
- Intermediate level of proficiency with computers and current technology
- Ability to engage with clients, build rapport, anticipate questions, and handle objections
- Ability to learn and adapt to new information and technology platforms
- Comfortable receiving ongoing performance feedback and coaching
- Dependable team-player with excellent attendance and ability to adhere to agreed work schedule
- Ability to handle calls immediately, including weekends and holidays
- Ability to read and implement frequent updates and learning materials quickly and accurately
- Comply with industry regulations, bank procedures, integrity controls, and risk escalation processes
- High School Diploma / GED / Secondary School or equivalent
- 1+ years of experience in the banking/financial industry
- 1+ years of experience working in a client service capacity
Bank of America Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bank of America and has not been reviewed or approved by Bank of America.
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Fair & Transparent Compensation — The $25/hour U.S. minimum wage, reaffirmed in recent company materials, sets a clear compensation floor that lifts entry-level and operations pay. Public salary information and disclosures provide visible benchmarks for pay across roles.
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Parental & Family Support — Parental leave extends up to 26 weeks with 16 weeks fully paid for eligible teammates, alongside backup child and adult care and a dedicated Life Event Services team. Family-building assistance offers up to a $20,000 lifetime reimbursement and bereavement leave provides 20 paid days for loss of a spouse, partner, or child.
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Retirement Support — Retirement programs include a 401(k) match up to 5% of eligible pay plus an additional 2–3% annual company contribution based on service. These employer contributions add meaningful long-term value beyond base pay.
Bank of America Insights
What We Do
We make financial lives better for our clients and our communities through the power of every connection. Our employees are at the heart of this purpose, and are key to driving responsible growth. Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.
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