Fraud Client Services Representative

Bank of America; Phoenix (AZ); On-site; USD 40,000 - 56,000; Full time

Job summary

Bank of America is seeking a customer service specialist in a role focused on resolving multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. You will maintain accurate data records and escalate risk items as needed, delivering a high-quality client experience.

The position requires handling client questions, performing account maintenance, and exploring digital solutions to deepen relationships.

Qualifications

• 1+ years of customer/client service experience
• Experience handling difficult client situations
• Passion, integrity, commitment and drive to deliver positive service
• Understanding of how life events impact a client’s financial situation and ability to advise solutions
• Willingness to learn and adapt to new information and technology platforms
• Minimum intermediate level of proficiency with computers and current technology

Responsibilities

• Identifies client needs and recommends solutions when fraud identified
• Records data captured during client interactions accurately
• Identifies and escalates for risk review or further analysis
• Reads updates and learning materials and applies them during calls with speed and accuracy
• Complies with regulations, bank procedures, and financial controls

Skills

Conflict Management

Customer and Client Focus

Decision Making

Fraud Management

Oral Communications

Active Listening

Attention to Detail

Data Collection and Entry

Issue Management

Problem Solving

Adaptability

Collaboration

Critical Thinking

Influence

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

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

Required Qualifications:

1+ years of customer/client service experience, including experience handling difficult client situations 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

Desired Qualifications:

1+ years of experience in the banking/financial industry 2+ years of experience working in a client service capacity

Skills:

Conflict Management Customer and Client Focus Decision Making Fraud Management Oral Communications Active Listening Attention to Detail Data Collection and Entry Issue Management Problem Solving Adaptability Collaboration Critical Thinking Influence

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Internal Eligibility:

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Mandatory Training Schedule:

Monday - Friday 10:00am - 6:30pm (9 weeks) Monday - Friday 11:30am – 8:00pm (2 weeks)

Work Schedule:

Work Schedule (subject to change based on business needs and schedule availability): Tuesday - Saturday 3:30pm - 12:00am or Sunday - Thursday 3:30pm - 12:00am Shift: 2nd shift (United States of America) Hours Per Week: 40

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

Company Culture:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency