Fraud Servicing ATM Debit 1st shift Bilingual (Spanish)

Bank of America•Fort Worth, TX

1d•Onsite

About The Position

At Bank of America, the common purpose is to help make financial lives better through Responsible Growth and by delivering for clients, teammates, communities, and shareholders. The company is committed to being an inclusive workplace, attracting and developing talent, supporting teammates’ physical, emotional, and financial wellness, recognizing performance, and making an impact in communities. Bank of America maintains an in-office culture with specific attendance requirements, allowing for flexibility based on role-specific considerations. This job is responsible for resolving multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. Key aspects of the role include working with accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions to deliver a positive client experience. The role also involves providing seamless service, answering client questions, resolving problems, performing account maintenance, and identifying opportunities to deepen relationships through digital solutions.

Requirements

Bilingual (Spanish)
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
High School Diploma / GED / Secondary School or equivalent

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