Senior Fraud Analyst - Merrill Wealth Management

Bank of America; Jacksonville (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Bank of America in Jacksonville seeks an experienced Fraud Servicing Specialist to handle complex customer situations related to possible fraudulent activity. You will take inbound calls, research cases, and deliver practical solutions to protect clients and the bank.

The role emphasizes retention, accurate data capture, and collaboration with Fraud Strategy teams. 1st shift, 40 hours per week, on-site position with standard benefits.

Qualifications

• 1+ years of fraud servicing or call center experience.
• Ability to learn and adapt to new information and technology platforms.

Responsibilities

• Handle inbound calls on potential fraudulent account activity.
• Research and resolve complex fraud cases while focusing on client retention.
• Identify fraudulent activity and restrict account actions per policy.
• Collaborate with Fraud Strategy partners on new tactics and simulations.
• Ensure accurate data recording of client interactions and actions.

Skills

Fraud servicing

Call center experience

Customer focus

Data collection

Oral communications

Written communications

Active listening

Attention to detail

Education

High School Diploma / GED

Tools

Salesforce

Microsoft Excel

Microsoft Word

PowerPoint

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 servicing or 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

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

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! Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe.

Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency