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.

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.

** Schedule is Tuesday - Saturday from 1:00 PM - 9:30 PM Arizona time **

​Responsibilities:

Initiate Maintenance on accounts. Provide Excellent Customer Treatment, Process Client initiated forms and assist with all issues that may arise.
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Requirements:

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 Requirements:

This role is hybrid role which offers 1 day work from home and 4 days in office 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

Shift:
2nd shift (United States of America)

Hours Per Week:
40