Preferred - Deposits 2nd Shift

Bank of America; Fort Worth (TX); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive benefits

Onsite work option based on role

Job summary

Bank of America is seeking team-focused professionals for a 2nd shift inbound contact center role in Fort Worth, TX. You will resolve routine client requests via calls, chats, or emails, deliver accurate resolutions, and nurture client relationships through digital solutions.

The role emphasizes customer service excellence, attention to detail, and adaptability, with opportunities for growth in a collaborative, in-office culture that supports career development.

Qualifications

• Minimum education: High School Diploma or GED.
• Experience in customer service, able to handle difficult client situations.
• Ability to learn and adapt to new information and technology platforms.
• Excellent attendance and reliability with the ability to work weekends/holidays.

Responsibilities

• Identify client needs and recommend solutions when fraud is identified.
• Accurately record data captured during client interactions.
• Escalate items requiring risk review or further analysis through proper channels.
• Read updates and learning materials on calls and apply them quickly.
• Comply with bank procedures, regulations, and financial controls.

Skills

Attention to Detail

Customer Service

Communication

Problem Solving

Active Listening

Adaptability

Data Entry

Fraud Management

Education

High School Diploma

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 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!

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

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

Schedule

Tues-Fri 12:30pm-9pm, Sat 10:30am-7pm (Sat Consecutive) Mon-Thur 12:30pm-9pm, Sun 10:30am-7pm (Sun Consecutive)

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift: 2nd shift (United States of America)

Hours Per Week: 40

Privacy Statement

https://careers.bankofamerica.com/en-us/privacy-notice

Company Culture

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Pay Transparency

https://careers.bankofamerica.com/en-us/pay-transparency

Additional Information

Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America's efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency