Senior Fraud Analyst II- Customer Service Unit

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!

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

We’re looking for teammates who can help us meet the needs of our clients and the bank by detecting fraudulent attempts, mitigating loss and remediating client impacts because client protection and security is our top priority.

As part of our team, detection analysts will take inbound calls and/or make outbound calls, perform complex judgmental reviews of high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity, when necessary, to avoid further risks.  Detection Analyst will be responsible for assisting clients and internal financial center representatives in escalating issues regarding closures, deposit holds, complaints, fraud in progress and other forms of possible fraud to stop losses in real time before reaching the claims process to recover those losses. Detection analysts benefit from in-depth training and have opportunities for ongoing professional development and career growth.

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

• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems

• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank

• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution

• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

• Records data captured during client interactions accurately

Class Start Date - 8/5/2024

Schedule:  Tuesday through Saturday; hours are 8:00am-5:30 pm Tuesday through Friday and Saturday 8:00am-3:00pm (1 hour for lunch per shift).

Required Qualifications:

You’re a person who

• Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.

• Is able to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.

• 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.

• Is comfortable taking inbound or making outbound calls to clients in a high production focused environment.

• Communicates effectively and confidently and is comfortable engaging all clients.

• Has the ability to learn and adapt to new information and technology platforms.

• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.

• Efficiently manages your time and capacity.

• Can be flexible to work weekends and/or extended hours as needed.

Desired Qualifications:

You’ll be better prepared if you have

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

• Experience working in an environment where both individual and team goals are met or exceeded routinely.

We’re a culture that

• Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.

• Believes diversity makes us stronger, so we can reflect, connect to and meet the diverse needs of our clients around the world.

• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their backgrounds or experiences.

• Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.

• Believes in responsible growth and is dedicated to supporting the communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.     

Skills:

• Analytical Thinking

• Client Experience Branding

• Customer and Client Focus

• Due Diligence

• Research

• Attention to Detail

• Data Collection and Entry

• Policies, Procedures, and Guidelines

• Referral Management

• Written Communications

• Adaptability

• Business Intelligence

• Investigation Management

• Issue Management

• Relationship Building

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: