Fraud Client Services Representative - Scranton, United States - Bank of America
Description
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.
Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world.
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.
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 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 departments 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
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
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
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
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of 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
Shift:
1st shift (United States of America)
Hours Per Week:
40