Senior Fraud Analyst – Merchant Services Transaction Risk Monitoring

Bank of America

Senior Fraud Analyst in Merchant Services handling escalated customer situations and fraudulent activities. Mentoring associates and documenting risk events while assisting in service support.

Posted 6/11/2026full-timePhoenix • Arizona, Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Handles complex products and/or escalated customer situations regarding possible fraudulent activity.
Complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or suspicious documentation.
Perform functions related to research and resolution of fraudulent activity and service support.
Make decisions under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency.
Deliver practical, innovative solutions while focusing on retention and re-establishing customer confidence.
Mentor and assist associates with moderately complex research and analysis of account/relationship activity to assess levels of risk and fraud type.
Participate in queue work, initiate outbound calls and manage internal customer/client calls.
Review, request and/or verify information to validate authenticity of a client and/or client transactions.
Ensure transactional risk events are documented, reported, and researched to avoid any future liabilities and initiate/and or recommend preventative measures to management.
May conduct random sampling and perform case re-work to identify defects and improvement opportunities.
Cover weekend hours as part of a rotational or permanent schedule.

Requirements

What you’ll need

3+ years’ experience in fraud, security, detection, investigation or related field preferably in a service or banking related environment
3+ years customer service experience
Ability to work effectively in a time sensitive environment
Ability to identify and elevate issues to management
Ability to work independently in pursuit of goals; self-motivated, confident and enthusiastic
Professional oral and written communication skills
Strong analytical/problem solving skills
Merchant Acquiring experience
CFE, CIA or equivalent professional certification preferred

Benefits

Comp & perks

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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

fraud detectioninvestigationrisk assessmentcustomer servicetransaction analysiscase re-workresearchresolutionproblem solvingmerchant acquiring

Soft Skills

communicationanalytical skillsself-motivatedconfidenceenthusiasmtime managementdecision makingmentoringurgencyindependence

Certifications

CFECIA