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.
Weekly Work Schedules:
- Tuesday - Friday (12:30 PM to 9:00 PM) & Saturday (10:30 AM to 7:00 PM)
- Monday - Thursday (12:30 PM to 9:00 PM) & Sunday (10:30 AM to 7:00 PM)
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:
- 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
- 1+ years of customer/client service experience, including experience handling difficult client situations
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
Shift:
2nd shift (United States of America)Hours Per Week:
40Skills Required
- Displays passion, integrity, commitment and drive to deliver positive, differentiated client service
- Fully understands how life events impact clients and can advise solutions and resolve complex client problems
- Commitment to excellent attendance, proven reliability, and adherence to agreed work schedule
- Dependable team-player able to handle calls immediately, including weekends and holidays
- Communicates effectively and confidently with clients
- Ability to engage with clients: begin conversations, anticipate questions, build rapport, handle objections, and use plain language
- Comfortable receiving ongoing performance feedback and coaching
- Ability to learn and adapt to new information and technology platforms
- Minimum intermediate level of proficiency with computers and current technology
- 1+ years of customer/client service experience, including handling difficult client situations
- High School Diploma, GED, 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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Healthcare Strength — Health coverage is described as comprehensive, with medical, dental, vision, virtual care via Teladoc, wellness programs, and specialized support for cancer and menopause. Wellness credits and an always‑on EAP with in‑person sessions add to the depth of care.
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Parental & Family Support — New parents can access up to 26 weeks of leave, including 16 weeks fully paid for eligible teammates, alongside back‑up child and adult care. Family‑building resources and reimbursements (e.g., fertility, adoption, surrogacy) and a dedicated Life Event Services team extend support across life stages.
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Equity Value & Accessibility — Broad‑based equity through the Sharing Success program, including $1B in stock to nearly all non‑executive employees in January 2026, is intended to foster an ownership mindset. Stock awards (including RSUs) are a recurring component that aligns employees’ interests with shareholders.
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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