Commercial Card Senior Fraud Analyst (2nd shift)

Bank of America•Phoenix, AZ

4d•Hybrid

About The Position

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 handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence. LOB Job Description: Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.

Requirements

6+ Months call center experience
Strong customer service skills
Flexible and willing to respond positively to change
Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
Excellent written and oral communication skills
Ability to de-escalate difficult client situations
Ability to multi-task as business needs dictate with phone and typing required
Ability to work in a client based environment meeting goals
Flexible with schedule as business needs arise
Must have a strong and positive work ethic and follow Bank of America's Core Values
Must be flexible and adapt quickly to change
Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
Sufficient room to set up a laptop, monitor, keyboard and mouse
Comfortable space to work for a full shift
Quiet, private and SECURE space in which to work
High School Diploma / GED / Secondary School or equivalent