Bank of America "customer service" Reviews | Glassdoor

Bank of America Employee Reviews about "customer service"

To filter reviews, or .

Found 20245 reviews

3.6
StarStarStarStarStar
Rating TrendsRating Trends
67%
Recommend to a Friend
84%
Approve of CEO
Bank of America CEO Brian T. Moynihan
Brian T. Moynihan
8404 Ratings
Pros
Cons
More Pros and Cons

Reviews about "customer service"

Return to all Reviews
  1. Helpful (9)

    "Client service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Client Service Representative in Dallas, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Bank of America full-time for more than a year

    Pros

    Bank of America is an amazing company that offers amazing benefits, tuition reimbursement, employee discounts, and much more! In addition, Bank of America, is one of the highest paying banks. Bank of America really cares about its employees. The morale was great and I loved my team!

    Cons

    I wasn’t a fan of customer service. This was my first customer service job, so I really struggled with this position. I had a 10 hour shift and I took back to back calls for the whole shift(I’m not exaggerating. Management monitored our phone time and would IM us if our phone line was unavailable.) We got two 15 minute breaks and an...

    Show More

    Advice to Management

    My managers were great! The only thing I would suggest is that Bank of America, needs to find new ways to lower the high call volume in the call centers. Customer service is a stressful job on its own, but when require your employees to take back to back phone calls for 8-10 hours, it can cause employees to feel stressed, burned out, and overwhelmed. Many of my coworkers had panic attacks and mental breakdowns because...

    Show More
    Bank of America2019-04-19
  2. Helpful (1)

    "Relationship Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Relationship Manager 
    Negative Outlook
    No opinion of CEO

    I have been working at Bank of America full-time for more than 2 years

    Pros

    The bond created with the coworkers in your branch. When left understaffed day after day it truly takes ‘one team’ to get through each day.

    Cons

    - micromanagement at its finest - manage through emails - ridiculous outbound strategy that leads to close to zero appointments - ‘improve financial lives through the power of every connection’ ... if there is a sale to be made, otherwise call customer service or set an appointment for an inconvenient time so they don’t come back or go to another center - Market leaders...

    Show More

    Advice to Management

    - be honest when you hire people that this is a six day a week job and you will never get a Saturday off - 90% of employees quit their manager not their company, you may want to check the moral compass of your Market Leaders - people who have tenure say it used to be a great place to work, they are trying to wait it out to see if Senior Management wakes up

    Bank of America2019-04-30
  3. "Stressful Environment. Pressured to sale daily. No work life balance."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Relationship Manager in Silver Spring, MD
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Bank of America full-time for more than a year

    Pros

    Good benefits. Possibility for commission is available quarterly.

    Cons

    The training process is very tense and long. You train in the back of a bank alone at a computer for 8 straight hours. The focus is on sales and employees are pressured daily about sales. Customer Service not as important as the customers. You are required to come in early and never allowed to leave on time and your schedule is changed without your knowledge weekly. Commission...

    Show More

    Advice to Management

    Stop making the focus on numbers and sales. Pay more attention to customers needs. Revamp the training process to a classroom setting not in the back of a bank where it's an inconvenience to current employees. Some employees where literally in a unsafe environment. In a basement, near bathrooms so uncomfortable and unprofessional.

    Bank of America2019-02-01
  4. Helpful (3)

    "Miserable customers, miserable employees, miserable place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Dallas, TX
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Bank of America part-time for more than a year

    Pros

    The company has excellent benefits such as 401k matching plans, employee banking solutions, paid vacation and sick leave as well as bonuses, etc.

    Cons

    The company will not hire more than two CSRs and makes the lives of the tellers miserable because there is no balance between life and work. At one point I reached out to upper management to let them know the way the branch management was treating employees and customers. I was promised a transfer within a week and four weeks later still have not had the transfer and the upper management has ignored all of my emails....

    Show More

    Advice to Management

    Hire more than two CSRs (one full time, two part time) and do not make promises you cannot keep.

    Bank of America2019-02-17
  5. Helpful (2)

    "Terrible Micro Level Management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Vancouver, WA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Bank of America part-time for more than 4 years

    Pros

    The benefits are phenomenal. Excellent medical benefits (also allowed me to have my mom on the insurance), dental, vision, 401k with matching contributions, child care reimbursement, automatic enrollment in preferred rewards, paid holidays, 2 weeks paid vacation, and 2 weeks of paid sick leave.

    Cons

    - Poor staffing behind teller row (do not be surprised if you left alone to take care of clients inside the center and in the drive up). - TERRIBLE incentive bonuses - Borderline unethical business practices - staffing hours are cut to encourage digital banking. When people complain about the staff, the bank blames the client for "choosing" to come to the center and they deserve to lose 30 minutes of their day because...

    Show More

    Advice to Management

    LISTEN to your clients and your staff. STOP depending so heavily on algorithms do decide EVERYTHING. Let managers make the best decisions for their financial centers. Your formula won't tell you ACTUAL numbers, merely averages. Managers should choose where to allocate their employee hours, they should be able to decide how much money a financial center needs, and they should be able to do a lot more within the financial...

    Show More
    Bank of America2018-12-22
  6. "FCOM"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - FCOM 

    I worked at Bank of America full-time for more than 20 years

    Pros

    Bank of America is a great company with amazing benefits. I worked there over13 years. Childcare reimbursement, was my biggest gain.

    Cons

    Unfortunately, managers have favorites and they usually seek these for promotions even if they are not fit for the job making it extremely difficult for everyone they work for or with. Although career opportunities are there, you are left in the dust to people who don’t deserve the position at times due to friendship and not work ethics. 3 times I was promoted was not due to the immediate manager but due to the regional...

    Show More

    Advice to Management

    Take care of your loyal and hardworking employees. Care about the customers and not so much about numbers and meetings sales! This is what makes Bank of America a sad place to work at when it’s a great company.

    Bank of America2018-09-21
  7. Helpful (4)

    "Call Center Agent- what you expect!"

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

    I have been working at Bank of America full-time for more than a year

    Pros

    15$ a hour, 80 hours sick time, 80 hours vacation paid. 401k, medical, vision, dental, legal etc. BOA honestly does have a lot of programs for their employees. They know we have a hard job and we are the ones that talk to the customer & make them money. Soo yeah they help us. Oh & you can make extra up ( up to 700$ ) for good performance! So yeah plus overtime! It’s make money! But can become overwhelming so balance...

    Show More

    Cons

    It’s customer service! That’s a hard job at any company. Customer can be rude, mean, demanding etc! It’s hard to locate help! Pay can be better for the way we are treated. But they honestly do try to help! So everything is okay. I would recommend.

    Advice to Management

    We need MORE. When we have escalations( when a customer wants a manger), check orders, have questions is hard to get a manger or sca but there already busy! Not that they don’t want to help, were swamped! In return, we get frustrated, they get frustrated and our customers can suffer!

    Bank of America2018-08-10
  8. Helpful (1)

    "Toxicity is spreading"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Lincoln, RI
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Bank of America full-time for more than 6 years

    Pros

    Great Benefits and great coworkers.

    Cons

    When I first started with the bank almost 4 years ago, the environment was that of excitement for the future. Innovation was on the way, great new tools were coming available to help us better serve the clients. My first job was in one of our financial centers. The banks model was to expect us to achieve ridiculous sales goals, while simultaneously driving the customer away from the in person service to digital and...

    Show More

    Advice to Management

    Bring in people that will actually voice their own opinions,not parrot what the big guy at the top is saying, all drunk on the koolaid.

    Bank of America2018-08-27
  9. "Candid"

    StarStarStarStarStar
      Current Employee - Anonymous Employee 

      I have been working at Bank of America full-time for more than 2 years

      Pros

      Great benefits and opportunity to advance

      Cons

      Management is slow to advice on critical moments to customer service

      Bank of America2018-08-03
    • "It was okay , the environment was always changing"

      StarStarStarStarStar
      • Work/Life Balance
      • Culture & Values
      • Career Opportunities
      • Compensation and Benefits
      • Senior Management
      Current Employee - Advanced Specialist in Marietta, GA
      Recommends
      Neutral Outlook
      No opinion of CEO

      I have been working at Bank of America

      Pros

      Great benefits at this company, the lay was decent but it's a sales job so be aware .

      Cons

      They're incentive structure all depends on how much money you make them and they pay out every 3 and a half months which is considered a quarter so you get as little as $500 or as much as over $7000 every quarter depending on how you sell but in order to qualify you must have high customer service and high quality scores which you'll learn about during training

      Bank of America2018-06-04
    Found 20245 reviews