Fraud Client Services Representative
bank of americaCockeysville (MD)
$25.00 - $26.54 per hour
Apply (opens in a new tab)Fraud Client Services Representative
Posted 3 days ago
bank of americaCockeysville (MD)
SENIORITY
Junior
SALARY
$25.00 - $26.54 per hour
About the role
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. 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.
Responsibilities:
- 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
Required Qualifications:
- 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
- Training Schedule (Mandatory Attendance):11/30/26-1/22/27 - Monday-Friday: 9:00am-6:00pm 1/22/27-2/19/27 - Regular Work Schedule Days & Hours
- Regular Work Schedule (Based on Availability):Tuesday-Saturday: 12:30pm-9:00pmSunday-Thursday: 12:30pm-9:00pmDesired Qualifications:1+ years of experience in the banking/financial industry 2+ years of experience working in a client service capacity
Skills:
- Conflict Management
- Customer and Client Focus
- Decision MakingFraud Management
- Oral Communications
- Active Listening
- Attention to DetailData Collection and EntryIssue Management
- Problem Solving
- AdaptabilityCollaborationCritical Thinking
- InfluenceMinimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.
Shift: 2nd shift (United States of America)
Hours Per Week:
40 Pay Transparency detailsUS - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032) Pay and benefits information Pay range$25.00 - $26.54 hourly pay, offers to be determined based on experience, education and skill set. Predictable pay This role is compensated with a base salary and is not incentive eligible.
Benefits:
This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
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