Fraud Client Services Representative

Bank of America; Phoenix (AZ); Presencial; USD 25 000 - 33 000; Tempo integral

Resumo da oferta

Bank of America is seeking a fraud resolution specialist to handle inbound calls, chats, and emails, delivering accurate solutions while maintaining a superior client experience.

You will identify fraud indicators, document interactions, and escalate risks when necessary. A strong customer service mindset and reliable attendance are essential in this on-site role with shift-based schedules.

Qualificações

• 1+ years of customer service experience, including handling difficult client situations
• Ability to learn and adapt to new information and technology platforms
• Shows commitment to excellent attendance with proven reliability and can adhere to the work schedule
• Ability to engage with clients and explain solutions clearly on calls and chats

Responsabilidades

• Identifies client needs and recommends fraud solutions
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review or further analysis
• Reads frequent updates and learning materials and applies them quickly during conversations
• Complies with regulations, bank procedures, integrity levels of the department's system and financial controls

Conhecimentos

Customer and Client Focus

Problem Solving

Active Listening

Decision Making

Critical Thinking

Adaptability

Collaboration

Attention to Detail

Conflict Management

Data Collection and Entry

Issue Management

Influence

Oral Communications

Dependable attendance

Formação académica

High School Diploma / GED / Secondary School or equivalent

Descrição da oferta de emprego

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 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 (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