Sr Fraud Analyst II - Global Payment Operations Alert Management

Bank of America; Richmond (VA); On-site; USD 35,000 - 65,000; Full time

Job summary

Join a forward-thinking organization dedicated to enhancing financial lives through responsible growth and exceptional service. This role involves reviewing complex products for fraud detection, conducting thorough research on account activities, and ensuring a positive client experience. With a commitment to diversity and inclusion, the company fosters an environment where you can thrive and make a meaningful impact. If you are detail-oriented, possess strong communication skills, and are eager to grow your career in a dynamic setting, this opportunity is perfect for you.

Qualifications

• Minimum of 12 months customer service experience required.
• Attention to detail and strict adherence to policy and procedures.

Responsibilities

• Review complex products for fraud prevention and detection.
• Research account activity to assess risk levels and fraud.

Skills

Analytical Thinking

Client Experience Branding

Customer and Client Focus

Due Diligence

Research

Attention to Detail

Data Collection and Entry

Policies, Procedures, and Guidelines

Referral Management

Written Communications

Adaptability

Business Intelligence

Investigation Management

Issue Management

Relationship Building

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Responsibilities:

• This job is responsible for reviewing complex products for the prevention and detection of possible fraud.
• Researching and analyzing account activity to assess levels of risk and fraud.
• Completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity.
• Performing functions related to research and resolving fraudulent activity and service support.

Key Responsibilities:

• Service 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.
• Make decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems.
• Assess the level of risk and make decisions which directly affect the customer experience and risk to the bank.
• Review and analyze accounts and relationships that may require differentiated treatment or specialized resolution.
• Comply with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.
• Record data captured during client interactions accurately.

Line of Business Job Description:
The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Required Skills:

• 2nd Shift - Schedule for this role is 11:00 am - 8:00 pm and may include Holidays and weekend work as needed.
• Minimum of 12 months customer service experience.
• Able to demonstrate a high level of professionalism over the phone, email, and in person.
• Attention to detail and strict adherence to policy and procedures.
• Flexible and willing to respond to change.
• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently.
• Excellent written and oral communication skills.
• Ability to de-escalate difficult client situations.
• Ability to multi-task as business needs dictate with phone and typing required.
• Ability to work in a client-based environment meeting goals.
• Flexible with schedule as business needs arise.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

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

Shift: 2nd shift (United States of America)

Hours Per Week: 40