Fraud Client Services Representatives - Preferred Small Business ATM - 2nd shift

Bank of America; Town of Newark (WI); On-site; USD 36,000 - 52,000; Full time

Job summary

Bank of America is seeking a customer-focused fraud resolution specialist for its inbound contact center. You will answer calls, chats, or emails, resolve multi-product issues, and deliver an excellent client experience.

The role emphasizes accurate problem-solving, account maintenance, and opportunities to deepen client relationships through digital solutions. Training and shift details apply.

Qualifications

• 1+ year of customer/client service experience, including handling difficult client situations.
• Minimum intermediate level of proficiency with computers and current technology.
• 1+ year experience in banking/financial industry preferred.
• 2+ years experience working in a client service capacity preferred.

Responsibilities

• Provide resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center.
• Deliver seamless service and answer client questions, resolve problems, perform account maintenance, and deepen relationships through digital solutions.
• Communicate resolutions and offer guidance to clients with accuracy and empathy.

Skills

Customer service

Empathy

Attendance

Teamwork

Communication

Relationship-building

Feedback

Adaptability

Computer literacy

Experience

Education

High School Diploma / GED

Job description

About Bank of America

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.

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.

Training Hours

8:30am=5:00pm Mon-Fri

Shift Hours

11:30am-8:00pm either Tues-Sat or Sun-Thurs depending upon availability.

Shift

2nd shift (United States of America)

Hours Per Week

40

Requirements

• 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

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Internal Employees

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.

Privacy Statement

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

Company Culture and Resources

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