Fraud Client Services Rep - Bank of America
Overview
You will resolve multi-product fraud client requests in a high-volume inbound contact center at Bank of America, handling calls, chats, and emails with accuracy and speed. You will toggle between systems, document interactions, and recommend fraud solutions while guiding clients through complex financial situations with empathy and precision. The role demands active listening, critical thinking, and adaptability to frequent updates, often applied in real time during conversations. You will own the client experience from first contact to resolution, balancing fraud prevention with relationship deepening through digital solutions. This 2nd shift position offers the opportunity to build specialized fraud expertise in a supportive, in-office culture.
What You'll Do10
- 1Identify client needs and recommend fraud solutions when fraud is identified, using logic and active listening to navigate sensitive situations.
- 2Record data captured during client interactions accurately into Bank of America systems, ensuring integrity and compliance.
- 3Escalate items requiring risk review, exception handling, or further analysis through appropriate channels, applying critical thinking.
- 4Read frequent updates and learning materials, often while on a call, and implement them into conversations with speed and accuracy.
- 5Comply with industry regulations, bank procedures, and financial controls, maintaining integrity in every interaction.
- 6Manage conflicting priorities and multitask across systems, toggling between applications while delivering a seamless client experience.
- 7Drive resolution of multi-product fraud issues, from authentication to account restoration, within the first 30 days.
- 8Collaborate with team members and other departments to resolve complex client problems and prevent future fraud.
- 9Anticipate client questions and proactively share information using plain language, building rapport and handling objections.
- 10Meet productivity and quality metrics, including adherence to schedules, with reliable attendance and a commitment to excellence.
Requirements10
- 11+ years of customer/client service experience, including handling difficult client situations.
- 2High School Diploma / GED / Secondary School or equivalent.
- 3Intermediate proficiency with computers and current technology, including data entry and navigating multiple systems.
- 4Ability to communicate effectively and confidently, building rapport and handling objections with clients.
- 5Comfort with ongoing performance feedback and coaching, with a drive to continuously improve.
- 6Demonstrated reliability with excellent attendance and adherence to agreed-upon work schedules.
- 7Ppassion for delivering a positive, differentiated service that improves clients' financial lives.
- 8Ability to engage clients through active listening, anticipating questions, and using plain language.
- 9Adaptability to learn new information and technology platforms, applying updates in real time.
- 10Team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays.
Salary Insight
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