Fraud Client Services Representative
4 days ago
At Bank of America, we are committed to delivering exceptional client experiences through our Fraud Client Services Representative role. As a key member of our team, you will play a critical role in providing seamless service delivery to answer client questions, resolve problems, and perform account maintenance.
Key Responsibilities:
- Identify client needs and recommend solutions when fraud has been identified
- Record data captured during client interactions accurately
- Identify and escalate through appropriate channels for items requiring risk review, exception handling, or further analysis
- Read frequent updates and learning materials, often while on the call, and implement into conversations with speed and accuracy
- Comply with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
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
- 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
- Has 1+ years of customer/client service experience, including experience handling difficult client situations
Desired Qualifications:
- 1+ years of experience in the banking/financial industry
- 1+ years of experience working in a client service capacity
Skills:
- 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
Minimum Education Requirement:
High School Diploma / GED / Secondary School or equivalent
Shift:
2nd shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial, and municipal laws.
The company also prohibits discrimination on other bases such as medical condition, marital status, or any other factor that is irrelevant to the performance of our teammates.
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