Offer summary

Qualifications:

High school diploma or equivalent required., At least 1 year of customer service experience, preferably in banking or financial services., Proficiency with computers and current technology platforms., Strong communication skills and ability to handle difficult client situations..

Key responsibilities:

Resolve routine client requests via calls, chats, or emails in an inbound contact center.

Identify client needs and recommend appropriate solutions, especially in cases of fraud.

Accurately record data during client interactions and escalate issues when necessary.

Ensure compliance with industry regulations, bank procedures, and financial controls.

Job description

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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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:

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

1raining: 10/27/25-1/21/2026:

Monday-Friday 11:00am-7:30pm

Scheduled hours, follow training (based on availability):

Sunday 11:30am-8:00pm, Monday-Thursday 1:15pm-10:00pm

Tuesday-Friday 1:15pm-10:00pm, Saturday 11:30am-8:00pm

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

For Internal Employees; Participation in a work from home posture does not make you ineligible to post

Shift:

2nd shift (United States of America)

Hours Per Week:

Pay Transparency details

US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)

Pay and benefits information

Pay range

$24.00 - $26.97 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Required profile