FRAUD CLIENT SERVICES REP

at Bank of America in Newark, Delaware, United States

Job Description

Role Overview
The Fraud Client Services Representative at Bank of America is responsible for resolving multi-product fraud-related client requests through inbound contact center channels such as calls, chats, or emails. The position focuses on delivering accurate, compliant, and client-focused solutions while managing complex fraud cases

Key Responsibilities

• Provide resolution for fraud-related client inquiries across multiple products, ensuring seamless service delivery.

• Identify client needs when fraud is detected and recommend appropriate solutions.

• Record all interaction data accurately and escalate items requiring risk review, exception handling, or further analysis.

• Read and apply frequent updates and learning materials during calls to maintain compliance and accuracy.

• Comply with industry regulations, bank procedures, system integrity levels, and financial controls.

• Perform account maintenance and problem-solving to improve client experience.

• Use logic, multitasking, and system navigation skills to manage multiple tasks efficiently

Skills & Competencies

• Conflict management and customer/client focus

• Decision-making and fraud management

• Oral communications and active listening

• Attention to detail and data collection/entry

• Issue management and problem-solving

• Adaptability, collaboration, and critical thinking

• Influence and relationship-building

• 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.

Education & Experience

• Minimum high school diploma, GED, or equivalent.

• Experience in a contact center or customer service role is preferred; 

Specific Talents (skill) Requirements, Essential Job Functions and Occupational Qualifications Required:

• Clear, articulate speaking voice.  Enthusiasm for assisting customers.