Fraud Client Service Representative - Retail Banking - 2nd Shift | Phoenix, AZ

to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Join us! Job Description: This role is responsible for the resolution of multi-product fraud related client requests by answering calls, chats or emails in an inbound contact center.

These individuals work in a fast paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, perform account maintenance and look for opportunities to deepen relationships through digital solutions. A Client Service Representative (responsiblities): --- 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 You're a person who (required skills): --- 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. You'll be even more prepared if you have (desired skills): --- 1+ years of experience in the banking/financial industry.

--- 2+ years of experience working in a client service capacity. Skills Used in this Role: --- Customer Service--- Customer Focus--- Active Listening--- Multitasking--- Critical Thinking--- Oral Communication--- Learning Agility--- Time Management--- Consumer Products and Solutions--- Credit Risk Class Start Date: February 26, 2024Shift:2nd shift (United States of America)Hours Per Week: 40