Fraud Servicing Credit Card Bilingual (Spanish) - 1st Shift

Bank of America; United States; On-site; USD 42,000 - 52,000; Full time

Job summary

Bank of America is seeking a customer-focused specialist for an inbound contact center role in the United States. You will resolve multi-product fraud-related client requests by phone, chat, or email, delivering accurate solutions and a great client experience.

The role requires 1+ year in customer service, fluent Spanish, and the ability to navigate multiple systems while maintaining compliance with banking regulations.

Qualifications

• 1+ years of customer/client service experience.
• Fluent in Spanish.
• Ability to multitask and resolve client issues.
• Comfortable with banking products and digital channels.
• Strong written and verbal communication.
• Ability to learn and navigate multiple systems.

Responsibilities

• Deliver accurate resolutions to client inquiries via calls, chats, or emails.
• Provide seamless service and maintain client relationships through digital solutions.
• Identify client needs and propose fraud prevention measures.
• Record data accurately during interactions.
• Escalate issues requiring risk review or additional analysis.
• Stay compliant with banking regulations and controls.

Skills

Customer service

Fraud awareness

Spanish language

Communication

Problem solving

Data entry

Attention to detail

Team player

Adaptability

Computer proficiency

Education

High School Diploma or GED

Job description

Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’s physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success.

We value the unique perspectives individuals bring from all backgrounds and career paths – whether shaped by military service, community college education, or a wide range of work and life experiences.

We’re devoted to being a diverse and inclusive workplace for everyone.

We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well‑being.

Bank of America is committed to an in‑office culture that supports collaboration, engagement, and career development. Our approach includes clear in‑office expectations, while providing an appropriate level of flexibility based on role‑specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

This job is responsible for providing resolution of multi‑product fraud related client requests by answering calls, chats, or emails in an inbound contact centre.

Key Responsibilities

• Working in an environment that requires accuracy, using logic, multi‑tasking, toggling between systems, and communicating resolutions while delivering a great client experience.
• Providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.
• 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.

Required 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.

Desired Qualifications

• 1+ years of experience in the banking/financial industry.
• 2+ years of experience working in a client service capacity.

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

Schedule

• Tues‑Sat 8am‑430pm CST (Sat Consecutive)
• Sun‑Thurs 8am‑430pm CST (Sun Consecutive)

Training

• Class Start date: 11/02/2026
• Credit Card Classroom times: Mon – Fri 8am – 4:30pm CST
• Credit Card Classroom dates: 11/02 – 11/24
• Credit Card OJT times: 10:30a – 7:00p
• Credit Card OJT Dates: 11/25 – 12/24
• Skill‑up times: Mon – Fri 10:30am – 7:00pm
• Skill‑up dates: 12/28/2026 – 1/27/2027

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week: 40

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Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency

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