Fraud Client Services Representative 2nd Shift

Bank of America • Tampa, FL

395d

About The Position

This position at Bank of America is focused on providing resolution for multi-product fraud-related client requests through an inbound contact center. The role emphasizes delivering exceptional client experiences while managing various tasks such as problem resolution, account maintenance, and relationship building through digital solutions. The ideal candidate will demonstrate accuracy, effective communication, and a commitment to service excellence.

Requirements

• Must be a current Bank of America Year Up intern with a good performance history
• 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

Nice To Haves

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity

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

Benefits

• Competitive benefits to support physical, emotional, and financial well-being
• Opportunities to learn and grow
• Flexible work arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED