Fraud Client Services Representative - Bilingual Spanish Required

ghr; Phoenix (AZ); On-site; USD 42,000 - 66,000; Full time

Job summary

Bank of America is seeking a bilingual Fraud Resolution Specialist to handle multi-product client requests via calls, chats, or emails in an inbound contact center. You will resolve issues with accuracy, use multiple systems, and deliver a superior client experience while protecting accounts from fraud.

The role requires English and Spanish proficiency, at least 1 year in customer service, and a commitment to flexible scheduling including weekends and holidays.

Qualifications

• Proficient in English and Spanish.
• 1+ years of customer/client service experience.
• Ability to advise solutions and resolve complex client problems.

Responsibilities

• Identifies client needs and recommends fraud solutions.
• Records data captured during client interactions accurately.
• Identifies and escalates items requiring risk review or further analysis.
• Reads updates and learning materials and applies them quickly in conversations.
• Complies with regulations, procedures, and financial controls.

Skills

English

Spanish

Customer service

Communication

Problem solving

Education

High School diploma

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:

• Proficient in English and Spanish
• 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