Fraud Resolution Specialist — Client Care (2nd Shift)

ghr; Newark (NJ); On-site; USD 42,000 - 52,000; Full time

Job summary

Bank of America is seeking a fraud resolution specialist to handle multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. You will deliver accurate resolutions, maintain client confidence, and look for opportunities to deepen relationships through digital solutions.

The role requires strong communication, problem solving, and attention to detail, with a shift pattern that includes 2nd shift and 40 hours per week in the United States.

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.

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

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 to handle multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. You will deliver accurate resolutions, maintain client confidence, and look for opportunities to deepen relationships through digital solutions.

The role requires strong communication, problem solving, and attention to detail, with a shift pattern that includes 2nd shift and 40 hours per week in the United States.