Fraud Resolution Specialist - Bilingual EN/ES

Bank of America; Phoenix (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Bank of America is seeking a bilingual Fraud Resolution Specialist to handle multi-product fraud-related client requests in an inbound contact center, delivering accurate resolutions and a superior client experience.

You will identify client needs, record data accurately, escalate when risk reviews are needed, and stay compliant with regulations while helping deepen trusted relationships using digital solutions.

Qualifications

• High school diploma or equivalent required.
• 1+ years of customer/client service experience in a banking/financial context is preferred.
• Bilingual English/Spanish is a plus and helpful for client interactions.

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 or further analysis.
• Reads updates and learning materials and applies them to conversations with speed and accuracy.
• Complies with regulations and bank procedures and protects financial controls.

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

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking a bilingual Fraud Resolution Specialist to handle multi-product fraud-related client requests in an inbound contact center, delivering accurate resolutions and a superior client experience.

You will identify client needs, record data accurately, escalate when risk reviews are needed, and stay compliant with regulations while helping deepen trusted relationships using digital solutions.