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!
National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. Call Center agents are responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request, while delivering expert client care. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve client requests.
Responsibilities:
- Answers phone calls within service levels
- Provide a thorough level of service using Art of Language techniques to ensure a positive client experience
- Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios
- Researches accounts and performs account maintenance
- Documents call interactions with precision
- Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions
- Adapts to ongoing change and learns new technology and processes
- Receives ongoing feedback and coaching to drive performance improvements
Required Qualifications:
- 1 year call center experience specializing in complex processes
- Strong attention to detail
- Ability to multitask and navigate multiple systems at once
- Experience with client interaction
Desired Qualifications:.
- Knowledge of bank products and services
- Experience with handling client complaints and providing appropriate solutions to ensure resolution
Skills:
- Active Listening
- Attention to Detail
- Critical Thinking
- Decision Making
- Oral Communications
- Conflict Management
- Problem Solving
- Recording/Organizing Information
- Research
- Written Communications
- Customer Service Management
- Customer and Client Focus
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
1st shift (United States of America)Hours Per Week:
40Skills Required
- At least 1 year of call center experience specializing in complex processes
- Strong attention to detail
- Ability to multitask and navigate multiple systems simultaneously
- Experience with client interaction
- High school diploma, GED, secondary school, or equivalent
- Knowledge of bank products and services
- Experience handling client complaints and providing appropriate solutions
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, including medical, dental, and vision plans along with mental health resources, EAP support, and virtual care options. These offerings indicate breadth across preventive care, counseling, and convenient access channels.
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Retirement Support — Retirement benefits include up to a 5% 401(k) company match plus an additional 2% or 3% annual company contribution based on years of service. This structure signals meaningful long-term savings support beyond standard matching.
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Parental & Family Support — Family support features 26 weeks of parental leave, with 16 weeks fully paid for eligible employees, plus programs for fertility, adoption, surrogacy, childcare, and backup care. These resources emphasize support across family-building and caregiving needs.
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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