Bank of America Customer Service Representative Reviews | Glassdoor

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Bank of America Customer Service Representative Reviews

Updated February 1, 2018
238 reviews

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Customer Service Representative

3.4
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Approve of CEO
Bank of America President & CEO Brian T. Moynihan
Brian T. Moynihan
98 Ratings

Employee Reviews

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Pros
Cons
  • Sometimes it can be difficult work/life balance (in 477 reviews)

  • terrible upper management leads to many people leaving the company (in 413 reviews)

More Pros and Cons

  1. "Customer service representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Fort Worth, TX
    Former Employee - Customer Service Representative in Fort Worth, TX
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    I have the greatest experience with taking care of customers.

    Cons

    Not being able to satisfy customers would be a con .


  2. "Pros"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Greensboro, NC
    Former Employee - Customer Service Representative in Greensboro, NC
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Bank of America full-time (More than 5 years)

    Pros

    Great benefits, great people to work with.

    Cons

    Lack in communication, some positions are very stressful.

  3. "Great Pay for the Position"

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

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

    Pros

    BofA is known for its great pay and compliance training for its employees

    Cons

    There is alot of redtape considering the interview process, moving up into a higher position or within the company


  4. Helpful (1)

    "customer service specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Rio Rancho, NM
    Current Employee - Customer Service Representative in Rio Rancho, NM
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Bank of America full-time (More than 3 years)

    Pros

    helping clients understand their banking needs. providing i formation. assisting clients with their accounts. being in a positive envirnment. learning products and information. showing empathy and conern about their issues. problem solving.

    Cons

    working nights. no room for growing within the company. not knowing how to work as a team. manager has no time for feed back or coaching to help with my overall preformance

    Advice to Management

    to always be there when preforming good or bad. providing helpful feedback to utilize with preformance. work more as a team and not showing frustration when asked for help


  5. Helpful (1)

    "Too Many Climate Changes and Empty Promises"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Fort Worth, TX
    Former Employee - Customer Service Representative in Fort Worth, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    There are great medical benefits and they always find a reason to feed you.

    Cons

    They will hire large training classes for a specific position or department and then completely change that position or merge departments. Learning new things is not bad, but I personally had to move from chats to phones and my success plummeted.

    Advice to Management

    Be honest with your employees about the climate of the company. Do not withhold information thinking that it will prevent people from quitting. It did not prevent me from doing so.


  6. Helpful (1)

    "Teller"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Huntington Beach, CA
    Current Employee - Customer Service Representative in Huntington Beach, CA
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Good pay and good coworkers

    Cons

    Manager is not very nice

    Advice to Management

    Get new manager


  7. Helpful (2)

    "Sr customer service rep/digital services"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative/Digital Services in Utica, NY
    Current Employee - Senior Customer Service Representative/Digital Services in Utica, NY
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Bank of America full-time (More than 5 years)

    Pros

    Good benefits and great vacation time

    Cons

    They set unrealistic and unfair goals. The only way to meet their goals is to cut corners and cheat the system. My morals won't support this. For the amount if stress and stuff you have to put up with the pay could be better. You also are an easily replaceable number. They don't value years of committed service. They claim there are opportunities but there really are not. It can easily turn into a dead end job. You could work there for years and a new hire would be hired for about the same pay for example.

    Advice to Management

    Stop creating unrealistic goals that hurt employees that follow the rules and do their jobs the right way. This hurts your good employees and also the customers. For example someone can BS a customer and tell them what they want to hear to get them off the phone quickly. They would get a good survey and meet CTI goals but not actually fix the issue or help the customer. The customer won't know it is still messed up until they call next month even angrier. I actually do the right thing but am punished because my call time is longer. Maybe it is longer because I am actually helping the customer and fixing their issue the RIGHT way. Also many of the ppl that have fast CTI give the customers incorrect information. It is an unfair work environment that promotes cheating and tricking the customers off the phone. Not fair and also not in line with my morals. Everything is set up for associate failure and numbers are twisted with stats to promote a false sense of success. Things have really gone down hill. I do not enjoy my job anymore like I used to. You want world class service but you handicap your employees and lose some of your best associates. Why do you think your turn over is so high?

  8. "Great services"

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

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

    Pros

    Great service, fast face and new tech

    Cons

    May take time to wait


  9. "Antiquated and poorly written/organized training materials"

    StarStarStarStarStar
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Chicago, IL
    Former Employee - Customer Service Representative in Chicago, IL

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

    Pros

    Decent pay & good benefits to start

    Cons

    Training materials that are the most unhelpful and tedious I’ve ever seen, and I’ve been in the industry 10-15 years.

    Advice to Management

    Revamp your training materials with the help from an outside company - they are some of the most poorly done in the industry. Have every management position review the training materials for their effectiveness, errors, and other ways to streamline them.

    Consolidate and streamline your internal websites


  10. Helpful (1)

    "A good job if you don't have any goals for your life."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Kent, WA
    Former Employee - Customer Service Representative in Kent, WA
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Lots of benefits
    Company seems to care about its employees
    Consistent schedules

    Cons

    No upward mobility unless you want to dedicate 10+ years.
    Benefits don't apply to everyone (ex: they offer gender transition help but they don't offer anything for becoming a new homeowner)
    Customer Service Representatives are expected to make sales and offers, though they don't get any compensation.

    Advice to Management

    Allow customer service reps to cash in on the offers.