Fraud Client Services Representative

Bank of America • Phoenix, AZ

13d

About The Position

At Bank of America, the role supports the company’s purpose of helping make financial lives better through responsible growth and strong client service. Bank of America emphasizes an inclusive workplace, teammate wellness, performance recognition, and opportunities to learn and grow. The company maintains an in-office culture with attendance requirements and role-specific flexibility.

This position resolves multi-product fraud-related client requests in an inbound contact center, responding to calls, chats, or emails. It requires accuracy, sound judgment, multitasking, toggling between systems, and clearly communicating resolutions while delivering a positive client experience. The representative answers questions, resolves problems, performs account maintenance, and identifies opportunities to deepen relationships through digital solutions.

The role is scheduled for 40 hours per week. Mandatory training runs Monday through Friday, 10:00 a.m.–6:30 p.m. for nine weeks, followed by Monday through Friday, 11:30 a.m.–8:00 p.m. for two weeks. After training, the schedule is subject to business needs and availability and is either Tuesday through Saturday or Sunday through Thursday, 3:30 p.m.–12:00 a.m. The position is designated second shift. Current work-from-home employees may apply, but selected employees may be required to work onsite under the workplace excellence policy.

Requirements

• At least 1 year of customer or client service experience, including handling difficult client situations.
• Demonstrated passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
• Ability to understand how life events can affect a client’s financial situation and to advise on solutions and analyze or resolve complex client problems creatively.
• Excellent attendance, proven reliability, and ability to adhere to the agreed-upon work schedule.
• Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
• Ability to communicate effectively and confidently with clients.
• Ability to engage clients, anticipate questions, share information in plain language, build rapport, and handle objections.
• Comfort with ongoing performance feedback and coaching.
• At least intermediate proficiency with computers and current technology.
• High school diploma, GED, secondary school credential, or equivalent.
• Ability to work 40 hours per week on the stated second-shift schedule, including weekends as scheduled.

Nice To Haves

• At least 1 year of experience in the banking or financial industry.
• At least 2 years of experience working in a client service capacity.

Responsibilities

• Identify client needs and recommend solutions when fraud has been identified.
• Accurately record data captured during client interactions.
• Identify and escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
• Read frequent updates and learning materials, often while on calls, and apply them in client conversations quickly and accurately.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Answer client questions, resolve problems, and perform account maintenance through inbound calls, chats, or emails.
• Look for opportunities to deepen client relationships through digital solutions.
• Deliver seamless service and a positive client experience while handling multiple systems and tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED