Senior Fraud Analyst - Merrill Wealth Management

Bank of America Corporation; Pennington (NJ); On-site; USD 34,000 - 45,000; Full time

Job summary

Bank of America Corporation is seeking a Fraud Services Specialist to manage complex customer issues related to potential fraudulent activity. You will handle high-risk transactions, conduct investigations, and support retention by restoring client confidence. A background in fraud servicing or banking enhances eligibility.

The role requires strong communication, data entry, and analytical skills, with flexibility for shifts and on-site engagement in a banking environment.

Qualifications

• 1+ years of fraud servicing/call center experience.
• Ability to learn and adapt to new information and technology platforms.
• Experience in a financial/banking center is desirable.
• Fraud detection and prevention experience is a plus.
• Strong judgement and discretion with sensitive information.
• Proficient with MS Word, Excel, PowerPoint and Salesforce.

Responsibilities

• Handle complex and escalated customer situations regarding potential fraudulent activity.
• Receive inbound calls and take action for accurate handling of complex transactions.
• Research and resolve fraudulent activity while focusing on retention and re-establishing client confidence.
• Support Fraud Strategy with development of new tactics and controlled tests in production.
• Review and investigate suspected fraud with accurate data recording.
• Follow processes and guidelines while complying with laws and regulations.

Skills

Customer focus

Data entry

Due diligence

Issue management

Oral communications

Active listening

Adaptability

Attention to detail

Written communications

Business acumen

Collaboration

Critical thinking

Education

High School Diploma / GED

Tools

Salesforce

Microsoft Word

Microsoft Excel

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 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 **

** Must be flexible to work various shifts which may include a weekend day **

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 informationPay range$25.00 - $33.00 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.BenefitsThis 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.