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Wealth Management Fraud & Claims - Sr. Fraud Analyst

Pennington, New Jersey

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

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.

Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity

• Assists Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment

• Tests existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned loss

• Participates in triage related to Executive Escalations & Incident Response fraud activities

• Reviews and investigates reports of suspected fraudulent activity with accurate recording of data captured during client interactions

• Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulation

• Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates

1st and 2nd shifts available

1st Shift:

Sun - Thurs 9:00 am - 5:30 pm Eastern

Mon-Tues, Thurs - Sat 7:30 am - 4:00 pm Eastern

2nd Shift:

Sun - Thurs 11 am - 7:30 pm Eastern

Required Qualifications:

• 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

• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions

• 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 – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections

• 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 Qualifications:

• Experience in a call center or a financial/banking center

• Customer service experience

• Has 1-2 years of fraud servicing or call center experience.

• Fraud Detection and Prevention

• Credit Risk

Skills:

• 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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

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This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.