Fraud Client Services Representative

4 days ago


Tampa, Florida, United States Bank of America Full time

Job Summary:

We are seeking a highly skilled and detail-oriented Fraud Client Services Representative to join our team at Bank of America. As a key member of our client services team, you will be responsible for providing exceptional service to our clients by resolving multi-product fraud-related client requests.

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:

  • 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
  • Has a commitment to excellent attendance with proven reliability and can adhere to the agreed-upon work schedule
  • Has a 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
  • Has the 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
  • Is comfortable receiving ongoing performance feedback and coaching
  • Has the ability to learn and adapt to new information and technology platforms
  • Has at least 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



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