Fraud Client Services Rep - 2nd Shift

Bank Of America Fraud Resolution Specialist
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. 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.
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. 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.
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
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
• 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 experience in the banking/financial industry
~2+ years of experience working in a client service capacity

Customer and Client Focus
Fraud Management
Data Collection and Entry
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift: 2nd shift (United States of America)