Bank of America Fraud Client Services Representative, Bilingual, English & Spanish in Fort Worth, Texas

Job Description:

Reviews customer accounts for possible fraudulent account activity. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. Will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. May perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Minimum 2 year of contact center or equivalent customer service experience.

Required skills:

  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition.

  • Customer service experience, demonstrated commitment to providing quality customer service.

  • Proven history of dependability.

  • At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer.

  • Ability to work a flexible schedule to meet business needs.

  • Experience working in a team environment.

  • Ability to think critically and use good, sound judgment in decision making.

  • Self-motivated and goal-oriented.

  • Excellent verbal and written communication skills.

  • Ability to effectively handle difficult client issues.

  • Proficiency in dealing with customers issues in both a routine and complex environment.

  • Ability to multi-task and proven track record of working independently.

  • Ability to adapt quickly to changes in the environment.

  • Are fluent ( reading, writing, speaking ) in English & Spanish.

Desired skills:

  • College degree or commensurate work experience preferred.

  • 2-4 years of customer service experience.

  • Inbound/Outbound call center experience.

  • Banking/financial services experience.

  • Knowledge of banking operations.

Posting Date : 09/22/2017

Location :

Fort Worth, TX, 4200 AMON CARTER BLVD (TX2980),

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 2nd shift

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