Senior Fraud Analyst - Merrill Wealth Management

Bank of America; Newark (DE); On-site; USD 34,000 - 45,000; Full time

Job summary

Bank of America’s Merrill Wealth Management is seeking a Fraud Services Associate to handle complex and escalated customer fraud cases, primarily over inbound calls, with a focus on preventing loss and restoring client confidence.

The role requires at least 1 year in fraud servicing or call center, strong computer skills (Word, Excel, PowerPoint, Salesforce), and the ability to learn new platforms. 1st shift, 40 hours weekly, onsite in New Jersey.

Qualifications

• 1+ years of fraud servicing or call center experience.
• Ability to learn and adapt to new information and technology platforms.
• Experience in a financial/banking center.
• Fraud detection and prevention experience.
• Proficient with Office suite and Salesforce.

Responsibilities

• Handle complex and escalated fraud cases from inbound calls.
• Identify fraudulent activity and take appropriate action to protect clients.
• Collaborate with Fraud Strategy on tests and prevention.
• Document investigations accurately and maintain compliance with regulations.
• Support client retention by delivering practical solutions.
• Assist in incident response and triage for fraud events.

Skills

Fraud servicing

Call center

Adaptability

Attention to detail

Customer focus

MS Office

Salesforce

Education

High School Diploma / GED

Tools

Microsoft Word

Microsoft Excel

PowerPoint

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 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

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$25.00 - $33.00 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.