Bank Of America Small Business Card Fraud Associate 

United States, Texas, Fort Worth 

102890582

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

Skills:

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

Requirements:

• Schedule – Current work schedule will be Monday, Tuesday, Wednesday 9:00am- 8:00pm, Saturday 8:00am- 7:00pm
• Customer Service or Sales experience.
• Demonstrates empathy towards customers
• Strong customer service skills
• Flexible and willing to respond positively to change
• Excellent written and oral communication skills
• Must have a strong and positive work ethic and follow Bank of America's Core Values
• Must be flexible and adapt quickly to change

High School Diploma / GED / Secondary School or equivalent

1st shift (United States of America)