Bank of America
Fraud Client Services Representative
Bank of America, Cockeysville, Maryland, United States, 21030
Fraud Client Services Representative
Join to apply for the
Fraud Client Services Representative
role at
Bank of America .
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. This role 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.
Weekly Work Schedule
Tuesday – Saturday (12:30 PM – 9:00 PM)
Sunday – Thursday (12:30 PM – 9:00 PM)
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 them 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.
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.
Shift:
2nd shift (United States of America)
Hours Per Week:
40
#J-18808-Ljbffr
Fraud Client Services Representative
role at
Bank of America .
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. This role 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.
Weekly Work Schedule
Tuesday – Saturday (12:30 PM – 9:00 PM)
Sunday – Thursday (12:30 PM – 9:00 PM)
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 them 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.
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.
Shift:
2nd shift (United States of America)
Hours Per Week:
40
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