Complex Case Resolution Professional

7 days ago

Chandler, Arizona, United States Bank of America Full time

About the Role:

We are seeking a highly skilled and experienced Wealth Management Fraud Specialist to join our team at Bank of America. As a key member of our fraud prevention and resolution team, you will be responsible for handling complex and escalated customer situations related to possible fraudulent account activity.

Key Responsibilities:

  • Receive and respond to inbound calls from clients, branch offices, and internal associates regarding suspected fraudulent activity.
  • Initiate and update claims related to fraud and billing disputes on client bank accounts.
  • Identify and restrict high-risk activity on banking products to minimize client impact and maximize approval of legitimate transactions.
  • Collaborate with Fraud Strategy partners to develop new tactics and test existing customer-facing capabilities for vulnerabilities.
  • Participate in triage related to Executive Escalations & Incident Response fraud activities.
  • Review and investigate reports of suspected fraudulent activity, accurately recording data captured during client interactions.
  • Adhere to established processes and guidelines to ensure compliance with applicable laws and regulations.

Requirements:

  • 1+ years of experience in fraud servicing or call center environments.
  • Strong analytical and organizational skills, with the ability to solve complex problems.
  • Ability to work in a fast-paced environment with a strong focus on risk mitigation and client experience.
  • Excellent communication and interpersonal skills, with a passion for delivering exceptional client service.
  • Ability to learn and adapt to new information and technology platforms.
  • Minimum of an intermediate level of proficiency with computers and current technology.

Preferred Qualifications:

  • Experience in a call center or financial/banking environment.
  • Customer service experience.
  • Fraud detection and prevention experience.

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.

Work Environment:

This role is available for 1st and 2nd shifts, with a 40-hour workweek. The ideal candidate will be flexible and able to work various shifts, including weekends and holidays.

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