Sr Fraud Analyst II

3 weeks ago

Dallas, United States Bank of America Full time
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. 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

Job Description:
This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include 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.

The employee is responsible for initiating check fraud claims for commercial and large corporate clients and client teams. The employee will complete inbound and outbound calls, and take appropriate action based on the fraud claim type. They will provide the client with claim process details, expectations, and mitigation options. They will manage incoming claims as part of a client contact center, as well as through workbasket assignment. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support

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
  • Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
  • Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
  • Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
  • Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
  • Records data captured during client interactions accurately


Minimum Qualifications:
  • 12 months customer service experience
  • Able to demonstrate a high level of professionalism over the phone, email and in person
  • 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


Shift:
1st shift (United States of America)

Hours Per Week:
40

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