Bank of America Customer Service Representative Interview Preparation Study Guide

Bank of America Customer Service Representative Interview Preparation Study Guide

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Updates:

  • Now with over 100 questions and answers for practice. 

Let us help you ace your upcoming Customer Service Representative interview at Bank of America

Congratulations

Congratulations on starting the journey towards a new job at Bank of America. Whether you are starting your new career, changing your career, moving in your current company or just looking for something new, CONGRATULATIONS.

GREAT JOB ON GETTING TO THIS FIRST IMPORTANT STEP

The Bad News 

The entire interview process can get stressful. From phone interviews, to on site interviews, to avoiding nervousness be becoming confident, to learning about the company, to wearing the right clothes etc. etc. etc. - there is a lot going on.

THE ENTIRE PROCESS OF INTERVIEWING CAN BE OVERWHELMING

The Bigger Problem

Lack of confidence before an interview - The # 1 reason why people fail at an interview.  

Coursetake’s 8 x 3 Step Interview Preparation Plan to Ace Your Upcoming Customer Service Representative Interview at Bank of America

To ace your Customer Service Representative interview at Bank of America, we propose an 8 x 3 Interview mastery plan that consists of 8 core steps and 3 acceleration steps.

  1. The 8 Core Steps – Follow one step at a time.
    1. Step 1 – Figure out the interview process at Bank of America.
    2. Step 2 – Study the Banks and Credit Unions industry.
    3. Step 3 – Study the company Bank of America in detail.
    4. Step 4 – Study the Job Description for Customer Service Representative at Bank of America.
    5. Step 5 – Study the Main Question Types.
    6. Step 6 – Practice, Practice, Practice.
    7. Step 7 – Ask the Right Questions.
    8. Step 8 – Get Ready for Interview Day.
  1. The 3 Acceleration Steps – Follow throughout the process.
    1. Get Motivated
    2. Get Organized
    3. Stay Consistent

We’ve done the work for you

  1. We’ve already researched the interview process for a Customer Service Representative at Bank of America.
  2. We’ve already researched the Banks and Credit Unions industry.
  3. We’ve already researched Bank of America.
  4. We know exactly how to study the job description.
  5. We know exactly how to answer every question asked the Customer Service Representative interview at Bank of America.
  6. We will tell you exactly how you should practice.
  7. We know exactly what questions you should ask.
  8. We know exactly what you need to do on interview day.

More Importantly

  1. We know exactly how you should work on your confidence and avoid any nervousness during your interview.
  2. We know exactly how you should be organized.
  3. We know exactly how you should stay consistent.

Bank of America’s Customer Service Representative Interview Preparation Book

This class is purely about preparing for an upcoming Customer Service Representative Job Interview with Bank of America.

My aim is to take you through a systematic process one step at a time to help you ace this upcoming interview.

Whether it’s on the phone, in person, or through video.

Whether it’s your group interview or individual interview.

Our approach will be to first teach you a chapter and then give you homework for you to complete.

This class consists of worksheets along with the book, that you can download and use.

I’ve seen that the most successful candidates are the ones who NOT ONLY follow the lessons, but do the homework at the end of it all.

THIS COURSE WILL BE COMBINE THEORY AND PRACTICE TO HELP YOU SUCCEED. 

About Coursetake

Our Mission is to help students ace their upcoming interview.

We do that through job title and company specific interview training. Over 500,000 students helped in over 100 countries. Learn more at www.coursetake.com 

We are all hiring managers. We will give you the hiring manager’s perspective. The person who is going to write you a paycheck. Not recruiters or human resources.

Learn more at www.coursetake.com 

What will you get as part of this book?

  1. 230+ pages book. 
  2. 24/7 email support whenever you want it.
  3. Tons of Frameworks and over 100 Questions and Answers for Practice

Sample Questions and Answers Covered as Part of this Course

1.    What is a typical sales call according to you?

2.    What do you think some of the most important parts of selling are?

3.    What would you do to improve your presentation to clients?

4.    How do you close a sale?

5.    How do you go about building a relationship with a customer?

6.    This is a tough territory. The last two guys here didn't make it. How will you be different?

7.    How would you sell when you currently have no list of customers to contact?

8.    How did you build your clientele at your previous job? Who do you consider a client?

9.    Sell me this pen.

10. Would you be comfortable reaching out to customers and selling to them?

12. How would you convince your customer to upgrade his or her service or product?

13. How would you overcome the objection that our products are too expensive?

14. Paper Company A sells 8x8 White Standard Copy for $9, Paper Company B sells the same product for $5. Why in the world would someone pay Paper Company a $9 for a product they could get for $5?

16. How would you sell in a tough economy?

17. What would you do if you had to deal with an upset customer?

19. What would you do if a customer was very upset and when they got to you, took all their frustration and anger out on you?

20. How would you handle and customer who cursed you out for a mistake you made?

21. If a customer wants a refund from a bill she didn't pay, what is your response?

22. How would you handle the following situation: You have a customer calling and telling you they were over charged their account and demands a refund?

23. How would you interact with people that are on a much lower economic level than yourself?

25. You have a customer looking for a small product that you are unfamiliar with and another customer comes up for help with a much larger and more expensive purchase. What do you do?

26. If a customer was to ask for my assistance in a department that was not my own, what would I do?

Customer Service Representatives at Bank of America

Note: This is a sample Bank of America Customer Service Representative position. Please get the appropriate JD for the position you’re interviewing for and conduct this exercise.

Financial Center Client Service Representative I i.e. FC CSR Is are responsible for providing a positive customer experience that leads to improved satisfaction and sales. FC CSR I s process transactions accurately and efficiently in a fast-paced environment while simultaneously introducing products and services that meet the customers’ needs and encouraging customers to expand their relationship with Bank of America. This position was previously known as the Teller position within the Financial Center.

Duties may include, but are not limited to the following;

·         Create a connection and develop rapport with customers to provide outstanding, personalized service,

·         Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them,

·         Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs,

·         Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them,

·         Build, develop and maintain partnerships with teammates and specialists to maximize effectiveness and serve customers,

·         Accurately and efficiently process transactions such as customer deposits and cashing checks,

·         Assist customers with inquiries and/or problem resolution in a professional and composed manner, and escalate to manager as appropriate,

·         Inform and educate customers on how to conduct simple transactions through self-service technologies,

·         Follow established policies, procedures and guidelines to protect both our customers and Bank of America,

·         May be required to work Saturdays and/or extended hours.

·         Proven results in exceeding goals in areas of sales and service in a customer-centric, results-driven environment

·         Minimum of six months’ customer service experience in financial services, retail sales or a goal-oriented environment

·         A minimum of six months’ experience with cross-selling, up-selling and/or referring products

·         Thrive on engaging with customers; can begin a conversation, build rapport, and handle objections

·         Ability to identify customer financial needs, goals and objectives; comfortable asking customers about their personal finances

·         Ability to sell customers on meeting with a sales associate to learn about products/services

·         Ability to respond and assist customers with inquiries and/or problem resolution

·         Ability to work effectively as a team member

·         Strong communication skills (including verbal and non-verbal) and active listening skills

·         Careful attention to detail and time management

·         Proficiency in basic computer skills

·         Pass pre-employment assessment

Minimum of six months’ cash handling experience

Shift: 1st shift (United States of America)

Disclaimer: 

We are not affiliated, associated, authorized, endorsed by, or in any way officially connected with Bank of America or any of its subsidiaries or its affiliates.