Fraud Resolution Specialist - Client Services

Bank of America Corporation; Fort Worth (TX); On-site; USD 22,000 - 33,000; Full time

Job summary

Bank of America Corporation is seeking a customer service professional to resolve multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center.

The role emphasizes accuracy, fast, clear communication, and the ability to navigate multiple systems while delivering a superior client experience. Training begins soon with varied shift schedules and dedicated onboarding.

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.
• 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.
• Fluent in Spanish

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 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 Corporation is seeking a customer service professional to resolve multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center.

The role emphasizes accuracy, fast, clear communication, and the ability to navigate multiple systems while delivering a superior client experience. Training begins soon with varied shift schedules and dedicated onboarding.