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Bank of America Client Service Representative Reviews

Updated December 14, 2018
72 reviews

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Client Service Representative

3.1
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Bank of America President & CEO Brian T. Moynihan
Brian T. Moynihan
33 Ratings

Employee Reviews

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Pros
Cons
  • "Work/Life balance can be overwhelming" (in 515 reviews)

  • "Lack of communication in upper management" (in 448 reviews)

More Pros and Cons

  1. "Great Company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Client Service Representative in Las Vegas, NV
    Current Employee - Client Service Representative in Las Vegas, NV
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Bank of America full-time (Less than a year)

    Pros

    Great environment, values, benefits

    Cons

    There is none. You will love it.

    Advice to Management

    Keep up the good work


  2. "Good place to start if you plan to study and want support from the employer"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Client Service Representative in Washington, DC
    Current Employee - Client Service Representative in Washington, DC
    Recommends
    Positive Outlook

    I have been working at Bank of America part-time (More than a year)

    Pros

    Medical/Dental insurance, Time off, Paternity, Maternity Leave, Tuition Reimbursement

    Cons

    Promotions are done in a liner manner, you have to work 1 year exactly to be even considered for a promotion.

  3. Helpful (1)

    "Good Not Great."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Client Service Representative in New York, NY
    Current Employee - Client Service Representative in New York, NY
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at Bank of America part-time (Less than a year)

    Pros

    Very strong in promoting from within as long as you show initiative and desire to advance. Support is there depending on your FC location.

    Cons

    Technology is really old,. Too many systems for simple transactions. No bonuses and incentives for CSR's. Full-time workers only get 30 min break for some reason. Some locations do not use cash machines behind the teller window, which makes it more difficult for tellers to provide service at busy times. Goals are set too high considering the traffic experienced in the FC location. Low pay when compared to banks like Chase, TD Bank, Wells Fargo, Citi, etc.

    Advice to Management

    Invest in a better system for tellers. Bring back incentives, it can only benefit the company.


  4. "Terrible place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Service Representative in Las Vegas, NV
    Former Employee - Client Service Representative in Las Vegas, NV
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Bank of America full-time (More than a year)

    Pros

    Vacation, Bank Holidays, Health Benefits

    Cons

    They use the words "fast-paced" to describe the FC environment. They should instead say "cattle call of disgruntled customers who are pissed because of being neglected or basic needs being met" Worse than the DMV stereotype.

    Advice to Management

    Terrible place to work. Corporate is so disconnected from the day-to-day goings on inside their Financial Centers that basic customer needs get neglected. On my last day, a conversation between a Relationship Banker and Operations Manager resulted in them both deciding to be unavailable for a customer, who just needed a temporary debit card, because that customer would have had to be put "in session" and therefore would receive a survey of their satisfaction of the Financial Center. Both the RB & OM agreed that this should be avoided because they speculated that this individual, already dissatisfied with BoA, would provide low scores, resulting in the overall branch being adversely effected; they could not afford that low survey score. Gross. To be fair, they were probably right. Bank of America visits are often worse than the stereotype of visiting the DMV; worse even, because at least at the DMV you can take a number and have a seat. There was a time an old man actually fell down and hit his head because he was standing in line waiting so long. An ambulance took him to the hospital.

    Upper management has no clue they are nurturing an environment in which simple needs and requests go neglected in fear of low satisfaction scores; and if they do know this, shame on them. They either don't know, or don't care that, customer wait times alone result in poor satisfaction scoring which hit banks hard spawning a neglectful & paranoid environment. Also, things like where to route which questions from clients was not part of training, and not knowing simple things like that makes an enormous difference. Instead, training is a prolonged period (a few weeks to over a month) of just sitting, starting at documents, of which, less than 20% have anything to do with how to successfully fulfill the daily duties of the job.

    Working here, I was harassed & verbally abused by customers (out of their frustration with BoA), and bullied by my co-workers. The pressure that everyone is under made them extremely impatient. I was a newcomer who barely understood up from down in that place, and they demanded that I be faster. Take care of the customers faster, complete closing procedures faster, go on my break "right now, this instant! or else I won't get one". You would think a simple solution would be to have breaks & lunches scheduled. But simple solutions don't get implemented in this place because everyone there barely makes it through the day, every day, because they are not staffed to thrive. They are staffed to barely complete the bare minimum of tasks required to get through the day. There are many occasions in which my FCOM looked as if she would literally pin out her own hair because she was so stressed.

    I would urge management to properly staff the FCs appropriately. I would never work here again. It was the worst job I've ever had.


  5. "Neutral"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Fraud Client Services Representative in Kennesaw, GA
    Current Employee - Senior Fraud Client Services Representative in Kennesaw, GA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Bank of America full-time (More than 10 years)

    Pros

    It has very good benefits.

    Cons

    It can be challenging to move into other departments unless you know someone or play political games.


  6. "Senior Client Services Representatie"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Client Service Representative in Phoenix, AZ
    Current Employee - Senior Client Service Representative in Phoenix, AZ
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at Bank of America (Less than a year)

    Pros

    The job is easy, the benefits are good

    Cons

    They bait and switched the job description, a recruiter calls and tells you that the position is tech support and you expect it to be tech support. Instead, you get to the production floor and are tasked with servicing everything related to deposits and cards. Additionally every other department when they don't know how to solve a problem dumps it off on you. About half of the time you're tasked with doing things that are part of your job.

    Advice to Management

    A lot of the fault lies in BofA's practice of hiring contractors for most of retail servicing. They're not trained well and frankly they don't care because BofA saves money. Consider treating retail like preferred and overall quality will improve.


  7. "Don’t let the bank fool you."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Service Representative in Brea, CA
    Former Employee - Client Service Representative in Brea, CA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Bank of America full-time (More than a year)

    Pros

    Great benefits and some great people to work with

    Cons

    Upper management is awful! The customers treat the call center reps terribly. Cursing, calling bad names, and managers don’t care to assist or care about their employees. The hold times are awful to begin with, policies are out of whack. No wonder customers are so mad. 90 minute hold times?!?!? There is never any management support when you need them. Customers even complain about the banking centers also, that they are even WORSE in the financial centers. They give pushback to all their customers

    Advice to Management

    Care more about your employees, and you will get more people that care in return. Also hire better managers that actually help their teams

  8. "Unimportant employee"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Service Representative in Woodstock, GA
    Former Employee - Client Service Representative in Woodstock, GA
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Bank of America full-time (More than 3 years)

    Pros

    Medical Benefits, child care reimbursement, tuition reimbursement

    Cons

    Breaks aren’t important, rushed environment, retaliation, poor management, outdated systems and practices

    Advice to Management

    No matter the job tier, all employees are important. This company should focus on both client and employee experience.


  9. Helpful (1)

    "Great job if you like being a verbal punching bag"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Service Representative (Teller) in Dana Point, CA
    Former Employee - Client Service Representative (Teller) in Dana Point, CA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Bank of America part-time (Less than a year)

    Pros

    Tellers are paid better than the majority of those from other banks, 401k with easy access to a financial advisor if you work at a branch with a Merrill Edge employee, easy to work hours (branches are generally 9-5 or 10-6)

    Cons

    You are the most visible employee so naturally you are blamed for everything and take most of the heat from customers, BoA has been cutting back on the number of tellers they employ so it is likely you may be the only one quite often and trying to deal with a pissed off customer with a huge line of people behind them can be very frustrating. They also push sales very hard on you and gove daily quotas just to add on top of that. Tellers also get no commission, the bankers and managers get to reap all those rewards.

    Advice to Management

    Be more involved with the day to day operations, you're too understaffed to sit in your office all day.


  10. Helpful (1)

    "For the love of god only work here if desperate"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Service Representative in West Seneca, NY
    Former Employee - Client Service Representative in West Seneca, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Bank of America full-time (Less than a year)

    Pros

    Benefits, discounts, hours, parking, dress attire

    Cons

    Poor management, training, low morale

    Advice to Management

    Work on your own leadership skills first before executing corrections on to staff