ATM & Zelle Fraud Resolution Specialist

NBMBAA; Fort Worth (TX); Sur place; USD 22 000 - 28 000; Plein temps

Résumé du poste

Bank of America is seeking a Fraud Resolution Specialist to handle multi-product fraud inquiries via calls, chats, or emails in an inbound contact center from Fort Worth, TX. You will deliver accurate resolutions, maintain records, and leverage digital tools to deepen client relationships.

The role requires strong communication, problem solving, and adherence to schedules, including weekends and holidays. Training begins with multiple classroom shifts and OJT sessions to build fraud-detection

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.

Responsabilités

• 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.

Connaissances

Conflict Management

Customer Focus

Decision Making

Fraud Management

Oral Communications

Active Listening

Attention to Detail

Data Entry

Issue Management

Problem Solving

Adaptability

Collaboration

Critical Thinking

Influence

Formation

High School Diploma / GED / Secondary School or equivalent

Description du poste

Bank of America is seeking a Fraud Resolution Specialist to handle multi-product fraud inquiries via calls, chats, or emails in an inbound contact center from Fort Worth, TX. You will deliver accurate resolutions, maintain records, and leverage digital tools to deepen client relationships.

The role requires strong communication, problem solving, and adherence to schedules, including weekends and holidays. Training begins with multiple classroom shifts and OJT sessions to build fraud-detection