Senior Fraud Analyst — Banking Risk & Escalation Expert

94-1687665 Bank of America, National Association; Jacksonville (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Bank of America Corporation seeks a Fraud Specialist to handle complex and escalated customer situations involving potential fraudulent account activity. You will receive inbound calls and act on complex transactions, researching and resolving fraud while aiming to restore client confidence and retention.

Responsibilities include identifying fraudulent activity, supporting strategy with tests, and ensuring compliance with laws and bank guidelines.

Qualifications

• 1+ years of fraud servicing or call center experience.
• Ability to learn and adapt to new information and technology platforms.
• Experience working in financial/banking Fraud detection and prevention.
• Exhibits sound judgment and discretion when handling sensitive information.
• Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce.

Responsibilities

• Services banking products with high-risk activity to maximize approval of legitimate transactions and minimize client impact.
• 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, deposits, online activities) for unknown vulnerabilities.
• 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 regulations.

Skills

Customer and Client Focus

Data Collection and Entry

Due Diligence

Issue Management

Oral Communications

Active Listening

Adaptability

Attention to Detail

Policies, Procedures, and Guidelines

Written Communications

Business Acumen

Collaboration

Critical Thinking

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Salesforce

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Bank of America Corporation seeks a Fraud Specialist to handle complex and escalated customer situations involving potential fraudulent account activity. You will receive inbound calls and act on complex transactions, researching and resolving fraud while aiming to restore client confidence and retention.

Responsibilities include identifying fraudulent activity, supporting strategy with tests, and ensuring compliance with laws and bank guidelines.