About Company
Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses, and large corporations with a full range of banking, investing, asset management, and other financial and risk management products and services. We are committed to making financial lives better through the power of every connection. Our purpose-driven culture is focused on helping clients, teammates, and communities thrive. We pride ourselves on innovation, integrity, and a dedication to client satisfaction, fostering an inclusive environment where every employee can make a significant impact.
Job Description
Are you an exceptional communicator with a passion for helping others, thrive in a digital environment, and excel at written communication? Bank of America is seeking a dedicated and empathetic Remote Customer Engagement Specialist to join our dynamic team, focusing primarily on chat support. In this critical role, you will be the first point of contact for our valued clients, providing expert assistance, resolving inquiries, and ensuring a seamless and positive banking experience—all from the comfort and convenience of your home office.
As a Remote Customer Engagement Specialist, you will play a pivotal part in upholding Bank of America’s unwavering commitment to client satisfaction. You’ll engage with customers through our digital chat platforms, addressing a wide range of questions related to personal and business accounts, transactions, online banking services, mobile app functionalities, product information, and technical support. Your ability to quickly understand complex customer needs, provide clear, concise, and accurate solutions, and maintain a high level of professionalism and efficiency in a fast-paced, digital environment will be paramount. This isn’t just about answering questions; it’s about building lasting trust, providing insightful financial guidance, and empowering our clients to navigate their financial journey with confidence. You’ll be expected to expertly guide customers through various digital processes, troubleshoot common issues, and proactively offer solutions that enhance their banking relationship with us.
We are looking for individuals who possess strong analytical and problem-solving skills, meticulous attention to detail, and an unwavering commitment to service excellence. While working remotely, you will be an integral part of a supportive and collaborative team, utilizing advanced digital communication tools and comprehensive resources to deliver best-in-class support. We provide extensive training programs to ensure you are fully equipped with the knowledge, confidence, and tools necessary to succeed in this vital role. If you are self-motivated, highly organized, tech-savvy, and genuinely enjoy making a tangible difference in people’s lives through exceptional digital interaction, we encourage you to apply. Join Bank of America and contribute to a team that champions client success, embraces innovation in financial services, and values the diverse talents of its remote workforce. We believe in fostering a culture where every team member feels supported, developed, and valued, enabling them to deliver outstanding service to our millions of clients every day.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, prioritizing efficiency and accuracy.
- Provide accurate and comprehensive information regarding Bank of America products, services, and policies.
- Assist clients with online banking navigation, mobile app functionality, technical troubleshooting, and account management.
- Analyze customer issues thoroughly to identify root causes and provide effective, tailored resolutions.
- Document all customer interactions, feedback, and resolutions accurately and meticulously in the CRM system.
- Adhere strictly to all compliance regulations, security protocols, and Bank of America policies when handling sensitive customer information.
- Collaborate effectively with team members and other departments to escalate complex issues and ensure timely resolution.
- Maintain a high level of customer satisfaction and consistently meet or exceed performance metrics, including response time, resolution rate, and quality scores.
- Continuously update knowledge on banking products, services, digital tools, and industry best practices through ongoing training and self-study.
Required Skills
- Exceptional written communication and grammar skills, with a professional and empathetic tone.
- Minimum of 1 year of experience in a customer service role, preferably in a digital or contact center environment.
- Proficiency in typing with accuracy and speed (minimum 45 WPM).
- Strong analytical, problem-solving, and critical thinking abilities.
- Ability to empathize with customers, de-escalate challenging situations, and maintain composure under pressure.
- Comfortable with technology and highly proficient in using various software applications, including CRM systems.
- Self-motivated, highly organized, and capable of working independently in a remote setting with minimal supervision.
- Reliable high-speed internet connection and a dedicated, distraction-free home workspace.
Preferred Qualifications
- Previous experience in remote customer support or chat-based service within the financial industry.
- Familiarity with financial services, banking products, and investment concepts.
- Experience with major CRM software (e.g., Salesforce, Oracle Service Cloud).
- Ability to adapt quickly to evolving technology, product updates, and customer service trends.
- Bilingual proficiency (e.g., Spanish/English) is a significant plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance coverage.
- Robust 401(k) retirement plan with generous company match.
- Generous paid time off, including holidays, vacation, and sick leave.
- Extensive opportunities for career growth, professional development, and internal mobility.
- Employee assistance program and various wellness initiatives.
- Work-from-home stipend or equipment support to ensure a productive home office setup.
- Tuition reimbursement programs for continuous learning and skill enhancement.
How to Apply
Ready to make a difference in our clients’ financial lives? Click on the application link below to submit your resume and cover letter directly through our careers portal. We look forward to reviewing your application!