Preferred Card Fraud Service Representatives - 2nd shift

Bank Of America Fraud Resolution Specialist

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!

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 working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Required Qualifications :

• 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

Desired Qualifications :

Minimum Education Requirement : High School Diploma / GED / Secondary School or equivalent

Hours : Sun-Thurs or Tues-Sat 11 : 30am to 8 : 00pm based upon availability

Skills :

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy.

Shift : 2nd shift (United States of America)

Hours Per Week : 40