Fraud Servicing ATM Debit 1st and 2nd Shift

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 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 appropriate flexibility based on role-specific considerations. This particular job is responsible for resolving multi-product fraud-related client requests by handling calls, chats, or emails in an inbound contact center. The role requires accuracy, logic, multi-tasking, toggling between systems, and effective communication to deliver a great client experience. Key expectations include providing seamless service, answering client questions, resolving problems, performing account maintenance, and identifying opportunities to deepen relationships through digital solutions.

Requirements

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
Conflict Management
Customer and Client Focus
Decision Making
Fraud Management
Oral Communications
Active Listening
Attention to Detail
Data Collection and Entry
Issue Management
Problem Solving
Adaptability
Collaboration
Critical Thinking
Influence

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