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Bank Of America Fraud Client Service Representative - Retail Banking 2nd shift United States, Arizona, Phoenix 120762515
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:
- 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.
- Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
- Has a 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.
- Has the 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.
- Is comfortable receiving ongoing performance feedback and coaching.
- Has the ability to learn and adapt to new information and technology platforms.
- Has at least an intermediate level of proficiency with computers and current technology.
- Has 1+ years of customer/client service experience, including experience handling difficult client situations.
Desired 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 Making
- Fraud Management
- Oral Communications
- Active Listening
- Attention to Detail
- Data Collection and Entry
- Issue Management
- Problem Solving
- Adaptability
- Collaboration
- Critical Thinking
- Influence
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