Fraud Client Services Representatives - ATM Debit - 2nd shift

Bank of America; Newark (NJ); On-site; USD 25,000 - 33,000; Full time

Job summary

Bank of America in Newark, NJ is seeking a Fraud Resolution Specialist in an inbound contact center to address multi-product fraud inquiries. The role involves handling calls, chats, or emails, maintaining accuracy, and delivering effective solutions while ensuring an exceptional client experience.

You will need strong communication, problem-solving abilities, and adherence to regulatory standards. The position operates on a 2nd shift schedule, with potential onsite expectations as required by

Qualifications

• 1+ year of customer or client service experience.
• Experience handling difficult client situations.
• Ability to learn new technology platforms.
• Flexible to work in 2nd shift, weekends, and holidays.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to fraud-related inquiries via calls, chats, or emails.
• Document client interactions accurately.
• Escalate risk items through proper channels.
• Follow banking procedures and regulatory controls.
• Deliver an excellent client experience.

Skills

Conflict Management

Customer Focus

Active Listening

Problem Solving

Data Entry

Attention to Detail

Communication

Team Collaboration

Adaptability

Fraud Awareness

Digital Literacy

Education

High School Diploma or GED

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 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

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

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

Training hours: Mon-Fri 8:30am-5:00pm

Shift hours: 11:30am-8:00pm Tues-Sat or Sun-Thurs based upon availability

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.

Shift: 2nd shift (United States of America)

Hours Per Week: 40