Fraud Representatives - Small Business Card - 2nd Shift

Bank of America Bank of America · Banking · Newark, NJ

This role is for a Fraud Representative in a small business card contact center at Bank of America. Responsibilities include resolving fraud-related client requests via phone, chat, or email, accurately recording data, escalating issues, and complying with regulations. The role requires strong communication, problem-solving, and computer proficiency, with a focus on client experience and adherence to schedules and procedures.

What you'd actually do

  1. Identifies client needs and recommends solutions when fraud has been identified
  2. Records data captured during client interactions accurately
  3. Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
  4. Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
  5. Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Skills

Required

  • 1+ years of customer/client service experience, including experience handling difficult client situations
  • Minimum of an intermediate level of proficiency with computers and current technology
  • 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

Nice to have

  • 1+ years of experience in the banking/financial industry
  • 2+ years of experience working in a client service capacity

What the JD emphasized

  • Complies with industry regulations