Bilingual (Spanish) Fraud Client Services Representative - 2nd Shift

Job Description Providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. 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 Qualifications Proficient in Spanish and English (Language Assessment Required) 1+ years of customer/client service experience, including experience handling difficult client situations 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 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 Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent Work Schedule Second shift (United States of America). Hours per week: 40. Schedule: Monday to Friday 12:00pm – 8:30pm ET (subject to change based on business needs). Sunday to Thursday 3:30pm – 12:00am ET and/or Monday, Tuesday, Friday, Saturday 12:00pm – 11:00pm ET. Work-from-home may be required but must meet workplace excellence policy. #J-18808-Ljbffr Bank of America