Bank Of America Fraud Client Services- ATM Debit- Hunt Valley MD 

United States, Maryland 

846285769

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

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2nd shift (United States of America)