40 Bank of America Interview Questions & Answers
Behavioral
1. Our clients expect top-tier service and products, and we will expect you to offer that in this role. Have you ever gone the extra mile for a client when it wasn't expected? Why did you do so?
How to Answer
As a customer service professional, you are likely used to going the extra mile. Demonstrate that going above and beyond is your work standard. Think of a time you went above and beyond the call of duty and impacted the overall customer experience. Explain why you felt it was necessary to take that action and describe the results of your actions.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America strives to set itself apart from its competition by delivering the best service possible. "A company for all your financial needs. At Bank of America, we offer a broad range of products and services to make your financial life better. Whether you start with our digital tools or talk directly to one of us, we're here to help you find what you need."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"A couple of years ago, when I worked customer service in retail, I had a customer looking for a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued, and send her on her way. Instead, I took down the customer's contact information and let her know that I could contact the person who handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and ship it directly. We put the customer in direct contact with the supplier, and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given her situation and the fact that she was a loyal customer."
Written by Ryan Brunner on October 8th, 2020
Answer Example
"In my current role in hospitality, I often work with high-profile customers who come to our hotel. Last year, a touring manager for a musician contacted me regarding an upcoming stay for the musician. I proactively asked for their dining and entertainment preferences. With that list, I was able to work with our catering staff to ensure we had his preferred items on the menus for the nights he stayed and a customized video game package in the musician's room for his extended stay. Before his departure, his manager reached out to thank me for the great service!"
Written by Kevin Downey on February 6th, 2023
Behavioral
2. Have you ever had to work with a difficult colleague? How did you handle that situation?
How to Answer
Unfortunately, conflict in the workplace is not uncommon, and your interviewer wants to hear how you manage interpersonal conflicts with your coworkers when they arise. Use a real-life situation and talk openly and honestly about how you handled it. Focus on the positive things you did to make things work out. Above all, demonstrate that you are a true team player no matter who you work with and that the people you work with make your work experience more meaningful.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
A job with Bank of America will put you in a branch office with many different people and personalities. "It's the people you work with that make where you work. We believe great teams are built on mutual trust, shared ownership and accountability. We act as one company and believe that when we work together, we best meet the full needs of our clients, and deliver value to our shareholders."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"In my current job, I am paired with a colleague who can be rather difficult at times. We handle a lot of work over the phone, and he can be very loud and boisterous at times. On top of that, he tends to get very upset following phone calls with certain clients. When I was first paired with him, I was taken aback by his behavior and remained quiet. One day, at the advice of our manager, I talked to my colleague and told him that I would be very thankful if he could tone his voice down in our office and use more healthy ways of handling anger on the job. He thanked me for the feedback and told me that his old officemate handled frustration in the same way. Knowing that I didn't care for that approach, he vowed to be better, and things are great to this day."
Written by Ryan Brunner on October 8th, 2020
2nd Answer Example
"I consider myself to be a great team player, and any of my current or past coworkers would echo thought. While I work well in teams, conflict is inevitable, and I feel that I excel in working with difficult teammates. A couple of years ago, I was on a project team with a person who tried to take over meetings and wouldn't listen to other people's ideas. After seeing a few of our team members become visibly frustrated during our first gathering, I took it upon myself to talk with this person face to face. The person became very confrontational and angrily questioned the overall knowledge of the members of the team. I decided that I would let that conversation sink in with the individual and see how the next meeting the following week went. When the belittling and combative behavior continued, I approached the project lead to see what could be done. While the difficult decision was made to remove that person from our project team, I have no regrets in the approach I took because it was good for the overall health of the team."
Written by Kevin Downey on February 6th, 2023
Behavioral
3. Tell me about a time your attention to detail protected your employer's assets.
How to Answer
Your interviewer wants to ensure any candidate they consider for the position has the necessary skills and strong attention to detail. In their code of ethics, Bank of America states, "We protect Bank of America assets. We must properly care for and protect Bank of America property and assets." Offer examples of how your attention to detail benefitted the team. Describe the ways you've handled your work with diligence and accuracy. Touch on your organization skills, methodology, or approach to your attention to detail and the standard you set for your work.
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"At my last job, I was going over orders that were already punched. I'm a math whiz, and I noticed that the number punched didn't match the running total. I was able to locate the mis-punch, which was a high-ticket item that doesn't move very fast and is prone to shrinkage. My boss was present when I discovered it, so I got a nice pat on the back that day."
Written by Kevin Downey on February 6th, 2023
2nd Experienced Example
"When I worked at my last bank, a crafty short-change artist came in. They didn't come to my counter, but I listened to what was happening a couple of counters away. As soon as I sensed something was awry, I stood by as a second set of eyes and said, 'Hey, this got confusing fast. Why don't I double-check these numbers for you? Let's start over.' We started over, and the short-change artist stopped their games and bowed out."
Written by Kevin Downey on February 6th, 2023
Behavioral
4. The banking industry is built on trust, and this is no different at Bank of America. Do the people you have worked closely with consider you to be trustworthy?
How to Answer
The interviewer expects you to go deeper than a yes or no response and to talk about a specific situation where you proved your trustworthiness in the workplace. As they say on their website, "We are passionately committed to serving our clients by delivering together, acting responsibly, realizing the power of our people and trusting the team." The interviewer needs to know that you are a wise choice to represent their company in any capacity. Think about a time you were trusted beyond your typical job duties and describe that situation to your interviewer. Explain why the situation was important, what you learned from it, and how it makes you worthy of Bank of America's trust.
Written by Kevin Downey on February 6th, 2023
Experienced Example
"If you asked any of my former colleagues or managers, they would all say I am trustworthy. In my current role, my manager trusted me to physically transport our daily bank deposits and gave me a set of office keys and the code to the security system. In my five years with the organization, I have proven to be trusted with these duties through my error-free work, great attendance record, and honesty."
Written by Kevin Downey on February 6th, 2023
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Behavioral
5. Tell me about a risk you've taken that paid off.
How to Answer
The interviewer wants to know if you are a risk-taker or risk-averse. You want to present yourself as someone who takes calculated risks as opposed to a habitual risk-taker. Innovation is partly achieved by taking calculated risks. Some are risk-averse, maintaining the status quo. For some, taking risks comes naturally. Others might take risks compulsively, which could be costly for a company. They want to know how you evaluate risk.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America has, what they call, their risk framework, where they state, "We manage risk effectively. Bank of America is in the business of taking risk. You are responsible for understanding what risks impact the company, managing those risks and ensuring an appropriate risk/reward balance. Individual accountability is at the heart of our risk culture. This means that each employee is responsible for using his or her individual judgment to manage risk. We are all accountable for debating risk-related issues, escalating concerns, taking a stand and making sound judgments about the risk/reward trade-offs of business decisions. You should take an open, candid and fact-based approach to discussing risk issues, making all relevant facts and information available so the company can consider all possible options and make decisions. You also are responsible for promptly communicating and escalating matters to management that may cause risk or potential harm to the company, such as operational problems, inappropriate conduct, policy violations, illegal activities or other risks. Always act to protect the company and the interests of shareholders."
Written by Kevin Downey on February 6th, 2023
Answer Example
"My mother used to say you can't grow if you're unwilling to step outside your comfort zone. My dad would say that luck is where you find it. They taught me how to pursue my goals and achieve them. Finding opportunity takes work, but seizing that opportunity takes a calculated risk. The calculation is in how well you've stacked the odds in your favor. That takes work. Finding luck takes work. I risked disappointment by applying for this job, but so far, it's paid off. I am grateful to be sitting here interviewing with you. If I'm not offered the job, that will be a disappointment, but it still has its rewards. There's always something to learn. Luck is where you find it."
Written by Kevin Downey on February 6th, 2023
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Behavioral
6. Discuss a time you helped a client through a difficult financial situation. What were the keys to making it a success for the client?
How to Answer
How you answer could inform them whether you have the skills to help their client effectively. Explain the importance of an empathetic approach with such clients and how it, in addition to suggesting the right products and services for their needs, helps them get through a difficult time.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
As Bank of America advertises on their website, "Enabling financial health. We support individuals and businesses with financial solutions that are simple, safe, transparent and convenient, from promoting homeownership and small businesses' prosperity to help underserved groups pave their paths ahead." Your interviewer is curious how you would support this Bank of America Business principle in context with this question.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"During the recession in 2008, I had a big client call to request that all of his funds be pulled out of the stock market. Knowing that this move was a poor strategy, I needed him to hear that in the most personal and educated way possible. With an active listening approach, I repeated what he had told me and reiterated that he wanted to sell them at a low price and hopefully buy them back down the road at a high price. This made the client take a pause and think. This was my opportunity to talk about the market history and the odds that his stock prices would rebound over time. He decided to keep his funds in the market at the time, and a few years down the road, he called to thank me for the sound advice. Taking a personal approach while educating him in the process to make his own decision was the key to success in this situation."
Written by Ryan Brunner on October 8th, 2020
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Behavioral
7. Give an example of a time you showed resilience or motivation in the last 6-12 months.
How to Answer
Your interviewer is looking for insight into your leadership potential, your personality, what motivates you, and what inspires you. "Lead by example: actively practice ethical behavior, manage risks within the Company's Risk Framework and live the standards of our Code and our values." When answering this question, offer how you approach your work, how you stay motivated, and whether the example you offer was high-pressure or monotonous.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"I continually work to improve my skills and strive daily for personal and professional growth. That is what motivates me. When I'm doing something I love and achieving those goals, my work motivates me. For example, last month, I was working on a project..."
Written by Kevin Downey on February 6th, 2023
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Behavioral
8. How would you respond to a customer complaint?
How to Answer
The interviewer is curious whether you would handle a customer complaint with the level of professionalism they expect from their employees. As their website states, "It's a powerful moment that we have with clients to really make a difference, and we have to honor that responsibility. That's the reason why that self-reflection and development is important." Describe how developed your customer service skills are, as well as your conflict resolution and mediation skills when handling customer complaints. Give an example of where you put your skills into practice and helped resolve a customer's issue.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"A frustrated customer called me about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made a suggestion once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Bank of America."
Written by Kevin Downey on February 6th, 2023
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Behavioral
9. Tell me about a project you worked on and the difficulties you faced getting it done.
How to Answer
The interviewer wants to know your preferred working style, how resourceful you are, and whether you exhibit 'outside-of-the-box thinking. As they state on their website, "We are always on the lookout for tomorrow's leaders and offer leadership development programs to help employees grow and achieve their individual career goals." Innovation is integral to leadership. Frame yourself as resourceful, with a propensity to think fast on your feet. Discuss meeting deadlines, overperforming, learning, and innovating in your example. Demonstrate that you aren't easily discouraged. You want your answer to exhibit determination.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"I was part of a team. We divided our team into three sections. Somehow, things got off track, and it turned into a not-so-friendly competition to see who could outperform each other. This hampered the group's progress and created friction within the team. I encouraged the team to work side by side instead. This way, everyone got to work closely with each teammate. This fostered our teamwork mentality and resulted in us over-performing as a group, turning our project around."
Written by Kevin Downey on February 6th, 2023
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Behavioral
10. Tell me about a time you thought it was important to adhere to a rule.
How to Answer
Policies often come into play throughout the growth of any company. From procedural rules to safety protocols. Every position in every company has rules and established systems to ensure things run smoothly with as little rework as possible. Stress your understanding of the value of rules and explain that you'll abide by them, regardless of whether you like them or not. You want to come across as a supporting influence for your employer.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Explore the Bank of America Code of Ethics, which states, "The Bank of America Code of Ethics applies to everyone who is employed by our company, all employees and directors. Each of us is accountable for upholding the highest ethical standards as we execute our responsibilities. Managers and leaders are also responsible for establishing and nurturing a culture in which employees feel fully empowered, supported and obligated to do the right thing."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"I trust the rules and regulations put into place. Follow protocol, stay safe, and keep plugging away, as I always say. Recently, someone in the break room dropped something behind the fridge and started doing some crazy stuff to get at it. The safety guides of the workplace are clear: use a step ladder when necessary. But this employee opened the fridge doors and climbed them like a ladder. I tried to dissuade them, but they did it anyway, and the fridge fell forward. It was quite a mess, but fortunately, no one got hurt."
Written by Kevin Downey on February 6th, 2023
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Behavioral
11. Tell me about a time you showed integrity in your work.
How to Answer
Integrity is at the center of one of Bank of America's core values; "Act Responsibly. We believe that integrity and the disciplined management of risk form the foundation of our business. We are aware that our decisions and actions affect people's lives every day. We believe in making decisions that are clear, fair and grounded in the principles of shared success, responsible citizenship and community building." Share how you are guided by integrity. Describe what it means to you, how it shapes your character, and how it informs your conduct.
Written by Kevin Downey on February 6th, 2023
Experienced Example
"In my last position, I was responsible for the cash deposit every day. There was never a discrepancy in the four years that I worked there. I have proven reliable through my consistency, always showing up on time, meeting deadlines, and keeping my word."
Written by Kevin Downey on February 6th, 2023
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Communication
12. How would you rate your communication skills?
How to Answer
Communication is an integral part of any business. Solid communication is necessary to ensure all the company's systems run smoothly. Before rating your communication skills, explore how developed all your communication skills are, from your written and verbal communication to your active listening and nondefensive communication skills. Then, explain what you do to ensure communication is effective between all parties. Consider offering a positive example of a time you identified a communication breakdown and how you put these skills into practice.
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I put a lot of value in clear, non-defensive communication. Without clear and consistent communication, any situation can degrade rather swiftly, and progress comes to a halt. I would say I over-communicate until I am sure everyone is on the same page."
Written by Kevin Downey on February 6th, 2023
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Communication
13. How would you handle communication with a customer who is visibly upset?
How to Answer
As a teller with Bank of America, you'll occasionally face an upset or angry customer. There are many techniques one can employ to de-escalate an upset customer and turn a negative customer service experience into a positive one through solid and effective verbal communication. But, Bank of America puts it simply: "We are fair and honest in our communications." Talk about your ability to remain calm, cool, and collected, and describe your empathetic approach to all customers. If you have an example of a similar situation, don't hesitate to describe that situation and explain how you handled it.
Written by Kevin Downey on February 6th, 2023
Experienced Example
"Having worked in customer-facing roles my entire career, I have handled many angry customers and feel I have a great method to communicate with them. I start by hearing them out and letting them vent. Then I calmly repeat their key points and brainstorm solutions for them. My calm demeanor during these situations usually calms angry customers rather quickly. After understanding the customer's needs, I take all steps necessary to solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team-based approach."
Written by Ryan Brunner on October 8th, 2020
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Communication
14. Give me an example of how you keep track of details while engaging in conversation.
How to Answer
Your interviewer wants to know whether you have strong interpersonal skills and can focus on those you are interacting with as well as the task at hand. As they state on their website, "Shared interests - Connecting with the people you work with is important. Because at the heart of it all, respect and relationships can turn a good job into a great one." Share a situation that demonstrates your ability to multitask, interacting positively and meaningfully with your customers and coworkers while handling the daily tasks of a busy banking environment.
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"A customer came into my branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes. This was also helpful because, when I needed to answer the phone in the middle of the transaction, I didn't forget any of the important details and was able to resolve both requests promptly. I kept the customer engaged and made sure their banking experience was enjoyable."
Written by Kevin Downey on February 6th, 2023
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Customer Service
15. What customer service experience do you have that would greatly benefit the customers at Bank of America?
How to Answer
"Client focus. We want to be a company that people want to do business with. We look for ways to better serve our clients' needs in a way that upholds the highest ethical standards. We know our clients expect exceptional experiences; however, they choose to interact with us, and we invest in our people to help us best deliver for those we serve." As the face of the organization, your interviewer is looking to recruit only those candidates who excel in customer service. As you prepare for your interviewer, consider what part of your customer service experience would most apply to being a successful teller. Talk about serving customers and putting a smile on their faces with each interaction you had. Don't hesitate to use a real-world example of a time you went the extra mile to provide the best service possible.
Written by Kevin Downey on February 6th, 2023
Answer Example
"Being a people person by nature, I thrive in customer-facing roles. During high school, I was a waitress at a local restaurant on the weekends. I quickly learned that the little things can go a long way with my regular customers. Knowing their usual drink orders and little things about them sparked great conversations and contributed to their overall satisfaction with their dining experience. If hired at Bank of America, I'd bring that same customer service attitude to your team."
Written by Ryan Brunner on October 8th, 2020
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Direct
16. How far are you willing to travel? What location do you prefer?
How to Answer
Volunteer if you're willing to travel for work or have done it before. If you're not open to traveling or prefer not to have a long commute, don't say 'no' straight out. If you weren't aware that this was a prerequisite for the position, ask if it is. Tell the interviewer you're interested in the job and that you'd be open to discussing it further. Ask more questions about the position and be flexible and open to negotiation.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America quotes one of their employees on their website as saying, "I work with colleagues across Asia, Europe and the U.S. and that is part of the reason working at a truly global company like Bank of America is so exciting." Bank of America advertises several development programs, suggesting plenty of opportunities to advance from within their organization, with opportunities stretching the globe. "Career mobility At Bank of America, part of being a great place to work is creating opportunities for employees to grow, develop and build a career at our company. We invest in tools and resources to help employees manage their career with us. Our extensive learning and development resources, mentorship programs and ongoing career development support allow you to grow and build capabilities for today, while preparing for the future."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"I'm interested in this opportunity and would like to grow in my partnership with my employer. If relocating or travel is part of that package, I am ready and willing."
Written by Kevin Downey on February 6th, 2023
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Direct
17. How do you feel about standing for long periods of time?
How to Answer
It's illegal for an interviewer to ask you about disabilities or medical conditions. This question may seek to reveal the same information without asking it directly. Speak confidently about your ability to perform the required functions of this role. Assure them that you have no limitations in performing the duties of the job. If you have a disability that you don't believe will hinder your success, there is no legal or ethical reason to reveal that information and render yourself open to ill-informed bias.
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I am fully capable of performing the necessary duties of this job. I can do it!"
Written by Kevin Downey on February 6th, 2023
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Direct
18. Are you willing to work longer hours than scheduled?
How to Answer
Depending on the position you are applying for, there may be a high demand for less desirable shifts, expectations for putting in overtime or weekend hours, or expected on-call coverage during staff shortages. The interviewer wants to evaluate your flexibility and expectations for the position. It is best to be honest. If you have other priorities or demands on your time that aren't conducive to working lots of overtime or covering other shifts, then it is worth clarifying this now. Both employee and employer should learn if the job isn't a good fit earlier rather than later.
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I understand the nature of the job and what is expected of me. I have open availability."
Written by Kevin Downey on February 6th, 2023
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Direct
19. What do you understand about Bank of America's company culture and values?
How to Answer
It's expected that an applicant is playing the numbers game while pursuing opportunities, hoping to land a role somewhere. The interviewer will evaluate your enthusiasm to work with Bank of America. They'll gauge this by determining how much work you put into preparing for your interview. This exhibits a passion for what Bank of America does and illustrates how your vision aligns with theirs, setting you up as a viable candidate. As they advertise on their careers page, "Culture - We've built a strong culture of inclusion by fostering an environment of trust and engagement, where all employees are empowered to bring their whole selves to work."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"This is part of what attracted me to this position. Bank of America is all about making connections and driving global growth responsibly. By delivering their values, acting responsibly, realizing the power of their people, and trusting their teams, they drive sustainable growth."
Written by Kevin Downey on February 6th, 2023
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Direct
20. What are the differences between Bank of America and other competitors in the market?
How to Answer
The interviewer is testing the scope of your industry knowledge and their competitors. They hope to gain insight into how engaged you are in your career. Share the scope of your knowledge and explain how BofA rises above its competitors. Going above and beyond in your interview is a good indicator that above and beyond is your performance standard.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
This is how they distinguish themselves on their website: "What is so special about Bank of America? Bank of America is one of the world's leading financial institutions, serving individuals, small- and middle-market businesses, large corporations, and governments with a full range of banking, investment management and other financial and risk management products and services."
However, a fun fact about Bank of America is that they funded many of Disney's early feature-length animated films. In fact, they funded the world's first feature-length animated film, 'Snow White and the Seven Dwarfs.' They even funded the construction of Disneyland.
Written by Kevin Downey on February 6th, 2023
Experienced Example
"Part of what separates BofA from their competitors is that they have more noninterest-bearing deposits than any other bank within the USA. They also have the top wealth management market share and the top share of personal trust assets and high-net-worth client assets."
Written by Kevin Downey on February 6th, 2023
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Direct
21. Why are you leaving your current job?
How to Answer
This question seeks to reveal how forthright you are about the conditions through which you left your previous employer (whether you quit, were fired or laid off, etc.). They are also curious about the terms your employment was severed, amicably or acrimoniously. Focus on the positives. Don't reveal anything that would paint you in a negative light. If there were reasons which might sound defamatory towards yourself or others, keep those details to yourself. For example, when someone has outgrown a position, and it isn't advancing their career, looking for career growth elsewhere reveals a dedication to one's well-formulated career plans. Not burning bridges and revealing professional appreciation for what you gained from your previous employers can go a long way toward exhibiting emotional maturity.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Research their website to align your career pursuits, or ideal working environment, with what they advertise they have to offer. For example, "Career development: By helping you find new opportunities, and attracting top talent that reflects the diversity of our clients and communities around the world, we're continuing to drive responsible growth. Part of being a great place to work is providing you with the tools and resources to develop and grow your career. Immersive programs create opportunities for teammates to grow and develop together. Distraction-free, dedicated training time helps learners absorb and retain information."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"When I interviewed for my last job, it was a temp assignment. After they saw my work ethic firsthand, they offered me a permanent role in their company. I explained to them I had clear goals, and the position they offered me only took me so far down my career path. We recently reached a crossroads, and I ultimately decided it was time to continue down that path elsewhere. I gave them two months' notice and am grateful for what I learned and the relationships I built there."
Written by Kevin Downey on February 6th, 2023
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Discovery
22. What interests you about this position?
How to Answer
The interviewer at Bank of America wants to learn more about how your educational or professional background led you to apply for this position. Share what part of this role you are most looking forward to and explain how it relates to your previous experience or future goals.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Here are some of the perks they advertise on their website to recruit new talent. "Recognition: We promote a culture that appreciates and celebrates achievement year-round at all levels. This includes opportunities for teammate-to-teammate recognition, for managers and senior leaders to call out individuals and teams with point-based rewards, and for managers and senior leaders to celebrate milestones for anniversaries and service to our company and legacy. This is in addition to the actions we take to make Bank of America a great place to work, including sharing our success with our teammates. Over the past three years, we have awarded $1.6 billion in special compensation awards to approximately 95% of our teammates in recognition of efforts in driving responsible growth."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"I enjoy problem-solving and helping people. I worked as a customer service representative in a call center for Wells Fargo in college; the experience motivated me to learn more about how to help my clients by learning more about investing, saving, and using banking services to meet their needs. I think working as a personal banker will give me a great foundation to start my career in the banking industry."
Written by Kevin Downey on February 6th, 2023
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Diversity
23. How do you work in environments with people who are different from you?
How to Answer
The banking industry thrives on team players with communication and listening skills who can build internal and customer relations with individuals of diverse backgrounds. Give an example of how you led a team or collaborated with a group for a school project to show Bank of America that you are perceptive and sensitive to the needs of others.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
They advertise on their website that "as an employer, we continue to foster a diverse and inclusive environment for our associates and their families, and work to expand our talent pool and work with diverse suppliers. We firmly believe all employees should be treated with respect, live free of discrimination and be able to bring their whole selves to work. This is core to who we are as a company and how we drive responsible growth."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I have worked with people from all backgrounds and personalities. Whenever I join a new team, I make a point to get to know each person and find ways to connect. I'm outgoing and friendly with everyone I meet while respecting their different styles and ideas they bring to the team."
Written by Kevin Downey on February 6th, 2023
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Diversity
24. At Bank of America, our Personal Bankers work with clients from all walks of life. How do you handle working with many different personalities throughout the day?
How to Answer
As a Personal Banker with Bank of America, you will deal with a wide variety of clients, and your interviewer will want to hear that you can tailor your approach to different personalities while maintaining a knowledgeable and professional approach to each person. In your answer, stress that you have the patience to work with all different types of people effectively and the calmness to handle demanding customers. If you worked in a role that required you to work with customers, feel free to bring examples of times you had to work with differing personalities firsthand.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America has made efforts to promote diversity and inclusion in its values and in everything they do. "We are committed to addressing inequality through a company-wide commitment to advancing economic opportunity across diverse communities. As a bank, we know we can empower people in their personal and professional lives. We provide access to a wide range of products and services that are designed to meet the different needs of our diverse client base, including low-to-moderate-income communities and clients looking to invest in responsible companies. We view this work as key to our role in society. It's fundamental to how we run our company, support our teammates and deliver for clients. We know these efforts are not enough to end the racial inequality that still impacts our communities today. But together, through partnerships that bring together leaders from business, government, and the nonprofit and academic worlds, we can continue to drive progress and create more opportunity for all." They do this to foster innovation in their teams and accurately reflect the diversity of the customers they serve.
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"In my current role, I work with customers from many economic and cultural backgrounds. My personality suits a sales-based role well because I can connect with anyone with a friendly yet professional approach. I take as much pride in selling a lower-end product as I do in selling a product to the CEO of a large company. I've been in both situations, and as long as the customer leaves satisfied with a smile, I know it was a job well done."
Written by Ryan Brunner on October 8th, 2020
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Education
25. What is the highest level of mathematics that you completed during your schooling?
How to Answer
Working as a Teller for Bank of America will require you to have basic math skills and the ability to count cash accurately and efficiently. Your interview will expect you to have completed high school math. Describe the math courses you completed and explain how your mathematical skills will be able to apply to the job you are interviewing for. Detail your desire for continued learning, whether on the job or elsewhere, and a desire to continue to develop your skills and grow professionally. Make sure your interviewer walks away from your conversation confident in your abilities.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America has programs offered by Bank of America's learning center which they call, The Academy. It offers "honest time to self-reflect," which allows them to evaluate their strengths and discover opportunities to learn and grow. As one employee states, "How do I continue to learn, because if I stop learning, I stop getting better."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"As you can see from my resume, I have an Associate's Degree in Marketing. During my coursework at XYZ Technical College, I took college-level statistics and financial accounting courses. Because of these classes, I am confident in my ability to handle and count large sums of cash and operate account software if required at Bank of America."
Written by Ryan Brunner on October 8th, 2020
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Management
26. Tell me about your favorite manager. What did you enjoy most about working with them?
How to Answer
Bank of America wants to hear what excites you and keeps you motivated. They are curious about the kind of boss that created a positive work environment for you. They are interested in your values and how they would earn your loyalty.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America states that they offer a range of development programs for leaders who show potential. But they are not just interested in developing their leadership; they have invested in retaining their talent, reducing turnover, and encouraging their employees to give feedback through implementing their Employee Engagement Survey. They've been using this survey for two decades, "demonstrating our employees' willingness to give us feedback on how we are meeting their needs. We also continue to see an increase in teammates who feel free to speak their minds and share opinions. The results of the survey and the process of continuous improvement that ensues are reflecting our progress in being a great place to work and resulting in record engagement levels and historically low turnover across the company."
Written by Kevin Downey on February 6th, 2023
Answer Example
"I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."
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Operational
27. What experience do you have in multitasking different duties in your prior work experiences?
How to Answer
As a Teller with Bank of America, you must have excellent organizational skills to handle multiple tasks throughout each workday. Customers often have multiple transactions to process, and your job will be to ensure that the customer's needs are handled accurately and efficiently. Describe a time you had to multitask on the job. Point out the organizational skills you used to ensure that all of your duties were handled. If you are a new graduate, talk about multitasking in your school or personal life as long as it is relevant to this role.
Written by Ryan Brunner on October 8th, 2020
Experienced Example
"In my current role as an Administrative Assistant, I often juggle multiple tasks simultaneously. I often handle schedule coordination for five different managers at my company, set up organization-wide meetings, and send multiple communications out at the same time. To stay organized when handling many things at once, I utilize my Outlook calendar and a written checklist to ensure all tasks get done promptly."
Written by Ryan Brunner on October 8th, 2020
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Operational
28. If hired for this role here at Bank of America, how would you manage your daily tasks on the job to complete your work in a timely and efficient manner?
How to Answer
Your interviewer poses this question to gain insight into how you use resources and technology to stay on track and prioritize the small details. Be specific as you describe your ability to multitask many duties throughout a given workday, and mention the tools you use to stay on track. Discuss why paying attention to detail is vital in your work. Use real-world examples to demonstrate your time management and project management skills.
Written by Ryan Brunner on October 8th, 2020
Experienced Example
"I consider myself to be highly organized in my work. I use my calendar and the task functions in Microsoft Outlook. I schedule time each day for my daily tasks, and I always allow enough time for each task to be done as thoroughly as possible. When unexpected tasks pop up from time to time, I immediately add those to my to-do list."
Written by Ryan Brunner on October 8th, 2020
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Operational
29. As a Personal Banker at Bank of America, how would you select products to suggest to our customers?
How to Answer
The role of a Personal Banker requires sales skills and customer service skills to match products that best suit each customer's needs. For this question, your interviewer will expect you to do just that. Highlight your ability to learn the entire catalog of financial products you would have at your disposal and then talk about tailoring packages to each individual based on their needs. To sell your interviewer on your ability, use a real-world example where you used features and benefits to meet someone's needs in a sales-related situation.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Check out this value proposition from their website; "From saving for a down payment on a major purchase to planning for and living in retirement, to funding a college education, people make dozens of financial decisions every day. At Bank of America, we are committed to ensuring our policies, products and programs all align with our purpose of making financial lives better for those we serve. We have done this in part by creating simple, safe, transparent and easy-to-use financial solutions that give people greater control of their finances. When individuals feel financially secure and are able to achieve their financial goals, communities are made stronger. We focus on helping individuals navigate every stage of their financial lives, to drive the economy forward."
Written by Kevin Downey on February 6th, 2023
Answer Example
"I would get to know my customers and their needs through confident and friendly conversation. Once I know their needs and goals, I can get them involved with the products that can help them meet their goals. Last year, I did this for a customer with whom I had over a year's worth of history. Through email and in-person conversations, I learned that early retirement was his goal, and I used the benefits of our IRA accounts to help him open one and thrive."
Written by Ryan Brunner on October 8th, 2020
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Operational
30. How do you check your work for accuracy?
How to Answer
The interviewer wants to hear that you are detail-oriented in checking your work. Explain the steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate.
Written by Kevin Downey on February 6th, 2023
Entry Level Example
"I take pride in any work with my name attached to it and always review my work before submitting it. Whether typing an email or handling cash, I always check my work twice and sometimes even ask a co-worker to review it first. Being detail-oriented and thorough are two of my greatest skills."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"I proofread my work before sending it out and double-check everything. I use a calculator when necessary and ask for help if I am unsure of my accuracy."
Written by Kevin Downey on February 6th, 2023
Operational
31. How do you keep up with recent changes in the banking industry?
How to Answer
This question offers you an opportunity to show off your knowledge of your industry, Bank of America, how well prepared for this interview you are, and how up-to-date you are. It also serves to reveal how serious or passionate you are about your career. The interviewer wants to know if you can talk the talk and walk the walk. They want to know if you pursued this career or just fell into it. You want the interviewer to see you as a proactive worker rather than a reactive follower. Exhibit a growth mindset at all times. If you take advantage of learning through continuing education credits, seminars, conferences, journals, or any other means, let them know.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank Of America's webpage dedicated to their media, news, and press releases focuses on their technological innovations. "Where we're headed - We live in a time when technological advancements are creating unprecedented opportunities to make financial services more innovative, seamless, and convenient. We are combining our industry-leading expertise with cutting-edge technology to build smart, forward-thinking solutions that enable us to continue leading the way in helping people live better financial lives, as well as companies and institutional investors improve their financial performance."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I stay up to date through reading and research. It's all about asking questions; the more I know, the more I realize how little I understand. Research and the periodicals I follow drive my eagerness to share. When I share something, I stand to learn something new when someone reciprocates and shares something I wasn't aware of. I stay up-to-date every way I can."
Written by Kevin Downey on February 6th, 2023
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Operational
32. Due to the continued explosion of the digital world, Bank of America is becoming more virtual every day. What job duties would you see as being fluid in this role as a Teller with us?
How to Answer
The traditional Teller job description has changed with the advancements in technology. With this question, your interviewer is simply looking to gauge how flexible you would be if hired for this role because Bank of America will rely on the person hired for this role to be highly adaptable in a changing work environment. As you answer, let your interviewer know that you are aware of how rapidly the banking industry is changing, and give examples of times you have had to be flexible in your job duties. Then, consider what you feel are ways the traditional Teller job role has changed and will continue to change over time.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
On their careers website, Bank of America has a page dedicated to "Where we're headed." On that page, they discuss how the evolving technology of our digital age impacts their business. "We're also evolving our financial centers to accommodate both the growing demand for a digital environment and the face-to-face financial expertise our clients continue to want. Newly-renovated financial centers have been transformed into comfortable and inviting places for clients to get advice from experts on all aspects of their financial lives, and include dedicated learning spaces and interactive tools to enhance the high-tech, high-touch experience. Innovation is at the heart of all we do. We innovate to provide industry-leading capabilities to improve our clients' financial lives and create the best place to work. Our focus on innovation ensures we remain in the forefront as a financial institution as we continue to deliver for our clients, shareholders, and people."
Written by Kevin Downey on February 6th, 2023
Answer Example
"Since I hardly visit a bank lobby to do my banking, I would assume that Tellers handle more job duties over the phone and online rather than with in-person customers. I would envision that on top of traditional withdrawals and deposits, Tellers at Bank of America are also seen as financial advisors. If hired for this role, I would be excited to be flexible and learn new duties to become a more effective member of the team here at Bank of America. In my current role as a Customer Service Rep, I've had to be very fluid in my job duties."
Written by Ryan Brunner on October 8th, 2020
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Operational
33. Bank of America strives for client loyalty to keep us running strong into the future. What do you feel are the keys to retaining clients for the long haul?
How to Answer
Businesses in financial advising are constantly pushing the limits to ensure that they retain clients, and Bank of America doesn't take client retention lightly. One slip-up and a high-profile client will take their business to a competitor. Your interviewer expects you to understand your role in customer retention and take pride in that in your everyday work. Talk about the small things you do to keep clients happy.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
In their code of ethics, they touch on personal integrity and accountability and state, "Our business focuses on managing risk, solving complex problems for our clients, and helping make financial lives better. Our clients place their trust in us, and we take this responsibility seriously."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I learned a few important things from a senior mentor early in my career that I still hold near and dear to my heart to this day. First, clients expect me to be responsive to their needs to ensure they keep their business with me. Because of this, I return phone calls and emails as soon as possible, even if that means in the evening, the early morning, or on a Sunday afternoon. These small actions go a long way in showing my clients that I care. Another key to the success of my long-term clients is my ability to set and manage expectations for them. Clients desire to have a plan and know what that plan entails, and I pride myself on my ability to work with them to set goals and a plan to achieve those goals."
Written by Ryan Brunner on October 8th, 2020
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Operational
34. We want our advising team at Bank of America to be happy and healthy. How do you manage the day to day stress of being a financial advisor?
How to Answer
The daily stressors of a career in financial advising can be burdensome and overwhelming and lead to burnout on the job. Your interviewer wants to delve into your personal life to see how you manage stress. Talk about what you do on the job to avoid stress and outside of work to avoid burnout. Point out that you have the resources and ability to care for yourself to keep you at the top of your game on the job.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America makes efforts and has programs aimed at supporting their employees' work/life balance and wellness. This helps their staff from burning out on the job, which prevents turnover. "Our integrated approach to wellness - Supporting all aspects of our employees' wellness - physical, emotional, and financial - is a critical component of being a great place to work. With the wide range of benefits and programs available, employees have the resources they need to be well at every stage of life and plan for the future."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I consider myself to be very good at handling stress. Being a goal-oriented person, I find happiness in obtaining goals and consider any necessary stresses in pursuit of a goal healthy. Outside of work, I am an active person. I train for marathons and spend a lot of time outdoors with my family. I find that these activities cleanse my mind and heal my body to prepare for a new week on the job."
Written by Ryan Brunner on October 8th, 2020
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Operational
35. How would you rate your ability to learn new software programs on a scale of 1 to 10?
How to Answer
In today's digital age, a majority of bank transactions are handled through digital software, and for you to be successful in this role, your interviewer will expect you to be able to quickly learn the programs you would be required to work with at the Bank of America. Talk about times you had to learn new software programs on the job and describe your best methods for learning on the job. Openly talk about the programs you are proficient in to give them an idea of what training you would need if hired.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Other services they advertise on their 'Where we're headed' webpages are "High-tech and high-touch: Whether it's through digital or physical interactions, our job is to make it easy to provide the technology tools and resources so our clients can bank how and where they want to. We are transforming the banking landscape through innovative products and services such as Erica, the industry's first widely available artificial intelligence-driven virtual assistant to help clients manage their finances. Zelle, the simple and secure way to send and receive money - even split a dinner check - with friends and family, no matter where they bank. Merrill Guided Investing (MGI), an online advisory program that offers portfolio management strategies directed by our Chief Investment Office."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"I would rank my ability to learn new software programs at an 8. I am proficient in word processing programs and the entire Microsoft Suite of products. I'm also proficient in the cloud-based point-of-sale program I use in my current role. When hired at my current job, I needed about a day of side-by-side training with my mentor before I was up and running with no problems. I rated myself an 8 simply because I have room to grow in learning software in the banking industry but feel very comfortable in my ability to learn quickly if hired at Bank of America."
Written by Ryan Brunner on October 8th, 2020
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Operational
36. As a Personal Banker with Bank of America, why is providing tailored customer service important? How would you make this a priority if hired for this role?
How to Answer
In the banking industry, customers have unique financial situations and personality types, so a customized approach is required to make each customer feel valued. In a role as a Personal Banker, your customers will expect you to tailor your approach to meet their needs. Talk about how you get to know your customers to best work with them. Explain the importance of an empathetic approach with your customers and discuss why this is necessary when working with a customer on their financial needs.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
One of their core values is 'Act responsibly,' and they state, "We believe that integrity and the disciplined management of risk form the foundation of our business. We are aware that our decisions and actions affect people's lives every day. We believe in making decisions that are clear, fair, and grounded in the principles of shared success, responsible citizenship, and community building."
Written by Kevin Downey on February 6th, 2023
1st Experienced Example
"As in my current industry, I understand that your customers at Bank of America have their own unique financial situations and needs. Because of that, I have to work with each person on their terms rather than taking the same canned approach with every customer. To provide the most tailored customer service possible, I would take the time to get to know my customers and their needs and then work with them on their goals. As personal finance can often be frustrating, I would take my time to listen to and understand my customer's frustrations and show that I truly care about helping them create a solid plan moving forward."
Written by Ryan Brunner on October 8th, 2020
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Performance Based
37. Take a couple of minutes to sell this notepad to me.
How to Answer
This question is a fun opportunity to show your advising skills in a nontraditional way. To succeed in the financial advising field, you must be able to sell your company's products and services to your clients. For this task, your interviewer will slide a notepad across the table and ask you to sell it to them. First and foremost, your interviewer expects you to project confidence in your pitch. As you sell them the notepad, be confident and creative and ask questions. Primarily, you want your sales pitch to represent how you would sell Bank of America's products and services to their clients.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Take time to understand your audience, asking them questions while identifying their wants and needs. How is this notepad uniquely useful to them? You don't want to offer them a product ill-suited to their unique needs and pain points. As they state on their website, "Relating locally and working globally. From small towns to sprawling urban centers and everywhere in between, our customers and their lives are as varied as their locations. They're in every stage of life, pursuing every type of financial growth, and we help them build the financial future they want. We relate to them as neighbors who know their communities, with the ability to draw on our full capabilities to offer precisely the right solutions."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"In your line of work, you are definitely in high need of notepads to help you succeed, and I'm here to show you a new product we have put out to market that can exceed your needs. You'll notice that it features wide margins that accentuate the note-taking procedures for all who use it. You'll also notice that each sheet is carefully perforated to make separation from the binding an easy task compared to other notepads. The last feature of our new notepad is that it comes in many different paper colors that suit your needs. Take this sample to your office for a week and put it to use. If you and your staff would use it, I can set you up with your first shipment in no time!"
Written by Ryan Brunner on October 8th, 2020
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Situational
38. If a customer at Bank of America had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?
How to Answer
This question allows your interviewer to gain insight into your knowledge of sound financial savings philosophies. Talk about aspects of a customer's finances that can impact their ability to save. Explain that you would use a logical yet tailored approach with each customer in this situation, according to the values embraced by BofA. As they state on their site, "With the client at the center of all we do, we focus our work, and our organizational structure, on the products and services we offer around the globe to make financial lives better."
Written by Kevin Downey on February 6th, 2023
Experienced Example
"After I got to know the customer's needs, my first step would be to educate them on setting a personal budget that allows for savings. I would take a keen look at their monthly income versus their monthly expenses while taking into account their variable spending each month. Often, customers are dumbfounded by how much they spend wastefully. While the customer makes their final decisions, I can use my expertise to help guide them on their savings journey."
Written by Ryan Brunner on October 8th, 2020
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Situational
39. If you weren't able to answer a customer's question or solve their problem on your own, how would you handle the situation?
Why the Interviewer Asks This Question
As the client services representative with Bank of America, you may be asked serious financial or market-related questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how their question will be answered and then deliver a timeline of when it can be answered. Even if you are unable to answer a customer's question, you need to be able to point them in the right direction or know where to turn to find the answer.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
One of their core values is 'Deliver Together,' where they discuss their team mentality at Bank of America. When discussing how you would lean on your team or the resources the company offers you, make sure your messaging embraces this principle, which they explain as "We believe in the importance of treating each client and teammate as an individual and treating every moment as one that matters. We strive to go the distance to deliver with discipline and passion. We believe in connecting person-to-person with empathy and understanding. We believe everything we do for our clients, teammates, and the communities we serve is built on a solid business foundation that delivers for shareholders."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that need to be answered by our sales, finance, and service staff. In these situations, I can prepare the customer for speaking with the right person while assuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."
Written by Ryan Brunner on October 8th, 2020
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Situational
40. What was the most stressful situation you faced in the workplace, and what did you do to navigate that situation successfully?
How to Answer
At times, the work at Bank of America can get stressful, especially in a public-facing role. Your answer to this question gives your interviewer insight into how you will handle the stress of this role if you are hired. Speak openly and honestly, describe the situation, and explain why it was stressful. Then, talk in detail about what you did to work through the situation to reach a positive outcome. Explain that you are not easily stressed out on the job and can work through high-pressure situations.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
Bank of America offers testimonials from their employees on their wellness programs aimed at managing their mental and physical health; "When life gets challenging, employees have access to our Employee Assistance Program, which provides free, 24/7 support for employees and anyone in their household." & "As I reflected back on my two years of working with a health coach and all my various nutrition and stress goals, I was elated to realize I had accomplished all my goals."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"Last year, my staff of nine people was brought down to five with one termination and three resignations. Because recruiting new staff in my current field can be difficult, we worked at almost 50% staffing for two months. To avoid burnout, our manager decided the best route was to have only two of our staff on shift at a time when we would normally have three to four on at a time. This was when work became the most stressful. Staying upbeat, positive, and focused on my duties helped me through each workday. I appreciated that we didn't need to double our work hours during this time, and my remaining team members navigated this period with great success."
Written by Ryan Brunner on October 8th, 2020
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