Fraud Client Services Representative - 2nd Shift
Bank of America · Tampa, FL · 2 wk ago
Customer ServiceFull-time
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
Requirements
- 1+ years of customer/client service experience, including experience handling difficult client situations
- 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
- Able 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
- Able to learn and adapt to new information and technology platforms
- Minimum of an intermediate level of proficiency with computers and current technology
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
Pay
Details not specified
Schedule
2nd shift (United States of America)
Hours Per Week: 40