Hello everybody. I am a new CSR for BoA. Yes, I'm a poor college student and the money is good. Training was a very long and boring 3 weeks and this was classroom training. I was told we get more training than tellers. I just finished training and now am into the nesting period. I wanted to post here because I wanted to see really what people's concerns with customer service is and give an overview of what the training process is and just my general thoughts.

The first week we are pretty much given the benefits and a general overview of how banks work including watching boring videos on the banking industry like How the Fed Reserve works etc. We also listen to calls and learn the various systems to access customer accounts. I will say this much BoA does make sure its CSR's are well trained as I have probably had to take over 15 assessments on various material.

I am in my second week of taking calls and must say I have been very pleased with the customers at BoA. I have yet to be cussed out, called out, etc. I have even denied overdraft refunds to people and have had no problems. I kind of take the approach that I am a college student and I know what it feels like when you do overdraw your account and you need that $35.00 but even I realize the bank didn't have to pay that transaction. The calls I hate the most are not overdraft calls but online banking calls.

I will say I personally don't agree on the monthly maintenance fees BoA is distributing across their customer makeup which is soon to become model. The bank already makes money off your money and etc. They are telling us to tell customers there is value in what BoA offers which makes the fee reasonable. I really don't believe in charging a senior citizen who makes $800.00 a month a $10.00 monthly maintenance fee. But it's not my decision. It's called Service to Solutions where there will be basically four accounts for you to choose from. Yes it will be easier for us but I really don't believe this will benefit the customer much.

Anyways that my story and hopefully I'll get to talk to one of you someday Hey you could be talking to people in India!