Fraud Client Services Representative - Bilingual Spanish Required

United States·Phoenixmid

OtherClient Services Representative

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Quick Summary

Key Responsibilities

Identifies client needs and recommends solutions when fra

Requirements Summary

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include worki

Technical Tools

OtherClient Services Representative

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Responsibilities

~1 min read

→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

Requirements

~1 min read

Proficient in English and Spanish
1+ years of customer/client service experience, including experience handling difficult client situations
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