Bilingual Credit Card Fraud Specialist (Spanish)

NBMBAA; Fort Worth (TX); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Bank of America is hiring for a fraud resolution role in a high-volume contact center in the United States. The position focuses on resolving multi-product fraud inquiries via calls, chats, or emails, maintaining accuracy, and delivering excellent client experience.

Candidates should demonstrate problem-solving, communication, and risk-awareness. The role supports in-office collaboration and ongoing coaching.

Qualifications

• 1+ years of customer/client service experience, including experience handling difficult client situations
• Fluent in Spanish
• Ability to learn and adapt to new information and technology platforms
• Commitment to excellent attendance with proven reliability and adherence to work schedule
• Able to engage with clients, build rapport and handle objections with clear communication

Responsibilities

• 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

Skills

Customer and Client Focus

Fraud Management

Problem Solving

Oral Communications

Active Listening

Attention to Detail

Decision Making

Influence

Conflict Management

Data Collection and Entry

Adaptability

Collaboration

Critical Thinking

Trust and Reliability

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is hiring for a fraud resolution role in a high-volume contact center in the United States. The position focuses on resolving multi-product fraud inquiries via calls, chats, or emails, maintaining accuracy, and delivering excellent client experience.

Candidates should demonstrate problem-solving, communication, and risk-awareness. The role supports in-office collaboration and ongoing coaching.