Senior Fraud Analyst - Merrill Wealth Management

ghr; Chandler (AZ); On-site; USD 46,000 - 65,000; Full time

Job summary

Merrill Wealth Management is seeking a Fraud Servicing Specialist in Chandler, AZ to handle complex and escalated fraud cases. You will receive inbound calls, investigate suspected fraudulent activity, document findings, and collaborate to resolve issues while preserving client trust.

The role emphasizes problem-solving, attention to detail, and adapting to new technologies and processes, with a 1st shift, 40 hours per week, and in-office expectations per policy.

Qualifications

• Minimum education requirement as listed: High School Diploma / GED / Secondary School or equivalent.
• Experience in fraud servicing or call center environments is preferred.
• Ability to learn and adapt to new information and technology platforms.

Responsibilities

• Handle complex and escalated customer situations regarding potential fraudulent account activity.
• Receive inbound calls and take action requiring accuracy on complex transactions.
• Research and resolve fraudulent activity, provide service support, and deliver practical solutions to clients while focusing on retention.

Skills

Customer Focus

Data Entry

Due Diligence

Issue Management

Oral Communications

Active Listening

Adaptability

Attention to Detail

Policies Procedures Guidelines

Written Communications

Business Acumen

Collaboration

Critical Thinking

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Salesforce

Job description

Job Description:

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.

Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.

Merrill is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

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.

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 regulations

Required Qualifications:

• 1+ years of fraud servicingor call center experience.
• Has the ability to learn and adapt to new information and technology platforms

Desired Qualifications:

• Experience working in a financial/banking center
• Fraud detection and prevention experience
• Exhibits sound judgment and discretion when handling sensitive information
• Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce

*** 1st and 2nd shifts available **

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

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.”

Shift:

1st shift (United States of America)

Hours Per Week:

40