Job Description:

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 a diverse and 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.

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

Job Description:
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 identifiedRecords data captured during client interactions accuratelyIdentifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysisReads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracyComplies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Required Qualifications:

Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial livesFully 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 solutionsCommitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleDependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidaysCommunicates effectively and confidently with all clients to make their financial lives betterAbility to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objectionsComfortable receiving ongoing performance feedback and coachingAbility to learn and adapt to new information and technology platformsMinimum of an intermediate level of proficiency with computers and current technologyHas 1+ years of customer/client service experience, including experience handling difficult client situationsBilingual Spanish

Desired Qualifications:

1+ years of experience in the banking/financial industry1+ years of experience working in a client service capacity​

Skills:

Conflict ManagementCustomer and Client FocusDecision MakingFraud ManagementOral CommunicationsActive ListeningAttention to DetailData Collection and EntryIssue ManagementProblem SolvingAdaptabilityCollaborationCritical ThinkingInfluence

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

Class Start Date: February 3, 2025

Shift:

2nd shift (United States of America)

Hours Per Week: 

40