Fraud Servicing ATM Debit 1st and 2nd Shift

Bank of America • Fort Worth, TX

1d • Onsite

About The Position

At Bank of America, the 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 wellness, recognizing performance, and making community impact. Bank of America maintains an in-office culture with specific attendance requirements, allowing for flexibility based on role. This specific job is responsible for resolving multi-product fraud-related client requests via calls, chats, or emails in an inbound contact center. The role requires accuracy, logic, multi-tasking, system toggling, and clear communication to deliver a positive client experience. Key expectations include seamless service delivery, 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees