Job Description:
This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.
LOB Job Description:
Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.
Responsibilities:
- Initiate maintenance on accounts.
- Provide Excellent Customer Treatment.
- Process Client initiated forms.
- Assist with all issues that may arise.
Required Qualifications:
- 6+ Months call center experience
- Strong customer service skills
- Flexible and willing to respond positively to change
- Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
- Excellent written and oral communication skills
- Ability to de-escalate difficult client situations
- Ability to multi-task as business needs dictate with phone and typing required
- Ability to work in a client based environment meeting goals
- Flexible with schedule as business needs arise
- Must have a strong and positive work ethic and follow Bank of America's Core Values
- Must be flexible and adapt quickly to change
Other Qualifications:
- After 90 day probation period you may be required to work in office weekly and work from home up to 5 days a month, 1 day per week.
- Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
- Sufficient room to set up a laptop, monitor, keyboard and mouse
- Comfortable space to work for a full shift
- Quiet, private and SECURE space in which to work
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
