Fraud Resolution Specialist

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

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

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

Education

High School Diploma / GED / Secondary School or equivalent

Job description

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.