Fraud Resolution Specialist — Client Services

Bank of America; Phoenix (AZ); On-site; USD 40,000 - 56,000; Full time

Job summary

Bank of America is seeking a customer service specialist in a role focused on resolving multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. You will maintain accurate data records and escalate risk items as needed, delivering a high-quality client experience.

The position requires handling client questions, performing account maintenance, and exploring digital solutions to deepen relationships.

Qualifications

• 1+ years of customer/client service experience
• Experience handling difficult client situations
• Passion, integrity, commitment and drive to deliver positive service
• Understanding of how life events impact a client’s financial situation and ability to advise solutions
• Willingness to learn and adapt to new information and technology platforms
• Minimum intermediate level of proficiency with computers and current technology

Responsibilities

• Identifies client needs and recommends solutions when fraud identified
• Records data captured during client interactions accurately
• Identifies and escalates for risk review or further analysis
• Reads updates and learning materials and applies them during calls with speed and accuracy
• Complies with regulations, bank procedures, 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 customer service specialist in a role focused on resolving multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. You will maintain accurate data records and escalate risk items as needed, delivering a high-quality client experience.

The position requires handling client questions, performing account maintenance, and exploring digital solutions to deepen relationships.