Fraud Client Svcs Rep - Fraud Servicing ATM Debit Bi-lingual Spanish, Tampa, FL

Bank of America

3.2

(114)

Tampa, FL

Why you should apply for a job to Bank of America:

  • 57% say women are treated fairly and equally to men
  • 74% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years.
  • Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
  • Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.
  • #JR-25001062

    Position summary

    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

    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

    • Shows 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

    • 1+ years of customer/client service experience, including experience handling difficult client situations

    • Bi-lingual Spanish; Must pass language assessment

    Scheduled Training Days/Hours (mandatory attendance):

    Monday - Friday: 3/17/2025-5/30/25: 12:00pm-8:30pm

    Work Schedule (Following Training):

    Tuesday-Saturday 3:30pm-12:00am

    Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

    Desired Qualifications:

    • 1+ years of experience in the banking/financial industry

    • 2+ years of experience working in a client service capacity

    Shift:
    2nd shift (United States of America)

    Hours Per Week:
    40

    Learn more about this role

    Why you should apply for a job to Bank of America:

  • 57% say women are treated fairly and equally to men
  • 74% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years.
  • Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
  • Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.