Fraud Servicing Credit Card Bilingual (Spanish) - 2nd Shift

Bank of America; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

Bank of America is seeking a customer service specialist focused on fraud resolution for an inbound contact center. You will respond to calls, chats, or emails, verify information, and provide accurate solutions while maintaining a strong client experience.

The role requires Spanish fluency, reliable attendance, and the ability to navigate multiple systems to resolve issues efficiently. Training begins soon and offers growth within a supportive, in-office culture with flexible role-specific

Qualifications

• 1+ years of customer/client service experience, including handling difficult client situations.
• Fluent in Spanish.
• Intermediate level of proficiency with computers.
• Ability to learn and adapt to new information and technology platforms.
• Reads and complies with industry regulations and bank procedures.

Responsibilities

• Identifies client needs and recommends solutions when fraud is identified.
• Records data captured during client interactions accurately.
• Identifies and escalates for risk review or further analysis.
• Reads updates and learning materials and applies on conversations with speed and accuracy.
• Delivers seamless service and looks for opportunities to deepen relationships through digital solutions.

Skills

Customer service

Attention to detail

Communication

Spanish language

Problem solving

Education

High School Diploma / 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. 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. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. 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. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. 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. Join us!

Position Overview

This job is responsible for providing resolution of multi‑product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi‑tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

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

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 12:30pm-9pm CST (Sat Consecutive)

Sun‑Thurs 12:30pm-9pm 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

2nd shift (United States of America)

Hours Per Week

40

Privacy Statement

https://careers.bankofamerica.com/en-us/privacy-notice

About Bank of America

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. 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 believes both in the importance of working together and offering flexibility to our employees. We use a multi‑faced approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Partnering Locally

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Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values

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Pay Transparency

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