Wealth Management Fraud & Claims - Sr. Fraud Analyst

Mary Dickson; Newark (DE); On-site; USD 33,000 - 43,000; Full time

Benefits offered by this job

Industry-leading benefits

Paid time off

Supportive work environment

Job summary

Merrill Wealth Management is seeking a Fraud & Claims Associate to handle complex customer situations related to fraudulent account activity. You will manage inbound calls, research issues, and deliver practical solutions to retain clients and rebuild confidence.

Strong focus on risk mitigation and accurate data documentation is required. Responsibilities include processing claims across credit/debit/ATM/ACH and wire transfers, triaging escalations, and assisting with suspicious activity

Qualifications

• 1+ years of fraud servicing or call center experience.
• Strong analytical and organizational skills; ability to solve complex problems.
• Urgent, fast-paced work style with focus on risk mitigation and client experience.
• Commitment to attendance and reliability; work schedule includes weekends/holidays.
• Ability to engage with clients across multiple screens and build rapport.

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 regulation.
• Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates.

Skills

Customer and Client Focus

Data Collection and Entry

Due Diligence

Issue Management

Oral Communications

Active Listening

Adaptability

Attention to Detail

Policies, Procedures & Guidelines

Written Communications

Business Acumen

Collaboration

Critical Thinking

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.At Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused and effective.

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.Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients' bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.

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 activityAssists Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environmentTests existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned lossParticipates in triage related to Executive Escalations & Incident Response fraud activitiesReviews and investigates reports of suspected fraudulent activity with accurate recording of data captured during client interactionsFollows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulationAssist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates

Required Qualifications:

1+ years of fraud servicing or call center experience.Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related informationDemonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial livesFully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutionsCommitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleDependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidaysCommunicates effectively and confidently with all clients to make their financial lives betterAbility to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objectionsComfortable receiving ongoing performance feedback and coachingAbility to learn and adapt to new information and technology platformsMinimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

Experience in a call center or a financial/banking centerFraud Detection and PreventionCredit Risk

Skills:

Customer and Client FocusData Collection and EntryDue DiligenceIssue ManagementOral CommunicationsActive ListeningAdaptabilityAttention to DetailPolicies, Procedures & GuidelinesWritten CommunicationsBusiness AcumenCollaborationCritical Thinking

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Princeton Place At Hopewell Bldg. 4 (NJ2140)

Pay and benefits information

Pay range$24.04 - $31.25 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.

Summary

Location: Pennington; Chandler; NewarkType: Full time