Fraud Resolution Specialist – Client Care

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

Job summary

Bank of America is seeking a fraud resolution specialist for its inbound contact center in the United States. The role focuses on resolving multi-product fraud-related client requests via calls, chats, or emails while delivering a superior client experience and maintaining accuracy across multiple systems.

Responsibilities include identifying client needs, recording data accurately, escalating when needed, staying current with updates, and complying with banking regulations and controls.

Qualifications

• 1+ years of customer/client service experience, including experience handling difficult client situations.
• Intermediate level of proficiency with computers and current technology.
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with clients – begin a conversation, anticipate questions, share information clearly, and build rapport.

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.

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 fraud resolution specialist for its inbound contact center in the United States. The role focuses on resolving multi-product fraud-related client requests via calls, chats, or emails while delivering a superior client experience and maintaining accuracy across multiple systems.

Responsibilities include identifying client needs, recording data accurately, escalating when needed, staying current with updates, and complying with banking regulations and controls.