Fraud Client Services Representative - 2nd Shift

Bank of America; Tampa (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

Bank of America is seeking a Customer Service Associate to handle multi-product fraud requests in our Tampa inbound contact center. You will answer calls, chats, or emails with accuracy and a focus on delivering a strong client experience.

Ideal candidates have 1+ years of customer service experience, strong problem-solving skills, and the ability to explain solutions clearly while following banking regulations. The schedule is 40 hours weekly with a 2nd shift, including weekends.

Qualifications

• 1+ years of customer service experience.
• Ability to actively advise solutions and resolve complex client problems.
• Must adhere to work schedule and demonstrate reliability.

Responsibilities

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

Skills

Active Listening

Oral Communications

Attention to Detail

Data Collection and Entry

Problem Solving

Fraud Management

Decision Making

Conflict Management

Customer Focus

Communication

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.

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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

Mandatory Training

12 weeks, Monday-Friday 12:00pm-8:30pm ET

Working Schedule

Sunday-Thursday, 3:30pm-12:00am ET

or

Monday, Tuesday, Friday, Saturday 12:00pm-11:00pm ET

(Subject to change based on business needs and schedule available)

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.

Shift

2nd shift (United States of America)

Hours Per Week

40