Fraud Client Services Representative

Fraud Client Services Representative

Hunt Valley, Maryland

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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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

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:

• 1+ years of customer/client service experience, including experience handling difficult client situations

• Minimum of an intermediate level of proficiency with computers and current technology

• 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

Training Schedule (Mandatory Attendance):

• 11/30/26-1/22/27 - Monday-Friday: 9:00am-6:00pm

• 1/25/27-2/19/27 - Regular Work Schedule Days & Hours

Regular Work Schedule (Based on Availability):

• Tuesday-Saturday: 12:30pm-9:00pm

• Sunday-Thursday: 12:30pm-9:00pm

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

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Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

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