Senior Fraud Analyst – Wealth Management Fraud and Claims
Bank of America
full-time
Posted on:
Location Type: Office
Location: Pennington • New Jersey • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $31 per hour
Job Level
Senior
About the role
- Handle complex and escalated customer situations regarding possible fraudulent account activity
- Receive inbound calls from clients, branch offices, banking centers, and internal associates and take appropriate action on complex transactions
- Perform research and resolution of fraudulent activity, service support, and deliver practical solutions while focusing on retention and re-establishing client confidence
- Initiate claims and provide status updates for various fraud and billing disputes on clients’ bank accounts
- Handle a wide variety of claim types including credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products
- Service banking products with high-risk activity to maximize approval of legitimate transactions and minimize client impact at point of sale
- Assist Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment
- Test existing customer facing capabilities for vulnerabilities (credit, debit, transactions, deposit activity, and online activities)
- Participate in triage related to Executive Escalations & Incident Response fraud activities
- Review and investigate reports of suspected fraudulent activity with accurate recording of data captured during client interactions
- Follow established processes and guidelines, adhering to all applicable laws and regulation
- Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates
- Work 1st shift hours (varying 7:00am - 6:00pm EST) and must be willing to work a Weekend Day
Requirements
- 1+ years of fraud servicing or call center experience
- Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information
- Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience
- Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
- 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
- Ability to engage with clients while navigating multiple screens
- Comfortable receiving ongoing performance feedback and coaching
- Ability to learn and adapt to new information and technology platforms
- Minimum of an intermediate level of proficiency with computers and current technology
- Desired: Experience in a call center or a financial/banking center
- Desired: Fraud Detection and Prevention
- Desired: Credit Risk
- Skills listed: Customer and Client Focus; Data Collection and Entry; Due Diligence; Issue Management; Oral Communications; Active Listening; Adaptability; Attention to Detail; Policies, Procedures & Guidelines; Written Communications; Business Acumen; Collaboration; Critical Thinking
Benefits
- This role is currently benefits eligible.
- We provide industry-leading benefits
- access to paid time off
- resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
fraud servicingcall center experiencefraud detectionfraud preventioncredit riskdata collectionissue managementtransaction analysisclaims initiationrisk mitigation
Soft skills
analytical skillsorganizational skillsproblem-solvingsense of urgencyclient experience focusdependable team playereffective communicationadaptabilityattention to detailcollaboration