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Fraud Prevention Specialist in Wealth Management

2 months ago

Chandler, Arizona, United States Bank of America Full time

Job Overview

This position is dedicated to managing intricate and escalated client scenarios concerning potential fraudulent activities on accounts. The primary duties involve responding to incoming calls and executing necessary actions with precision on complex transactions. Expectations include performing tasks related to the investigation and resolution of fraudulent incidents, providing service support, and delivering innovative solutions to clients while emphasizing retention and rebuilding client trust.

Associates in Wealth Management Fraud & Claims will address inbound inquiries from clients, branch offices, banking centers, and various internal teams. They will also oversee the initiation and status updates of multiple fraud and billing disputes related to clients' bank accounts. The role encompasses a diverse range of claim types, including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers associated with wealth banking products.

Key Responsibilities:

  • Manage banking products exhibiting high-risk activity to optimize the approval of legitimate transactions while minimizing client impact at the point of sale, identifying fraudulent actions, and restricting account activities.
  • Collaborate with Fraud Strategy partners to develop new tactics by facilitating controlled tests and simulations within the operational environment.
  • Evaluate existing customer-facing capabilities (credit, debit, transactions, deposit activities, and online interactions) for unknown vulnerabilities that could lead to fraudulent exploitation and unplanned losses.
  • Engage in triage related to Executive Escalations & Incident Response fraud activities.
  • Examine and investigate reports of suspected fraudulent actions, ensuring accurate documentation of data collected during client interactions.
  • Adhere to established processes and guidelines in daily operations to act in the best interest of clients and the bank, complying with all relevant laws and regulations.
  • Assist clients and internal partners with inquiries regarding banking claims and suspicious alerts, including initiation and updates.

Shifts Available: 1st and 2nd shifts

Required Qualifications:

  • Minimum of 1 year of experience in fraud servicing or call center environments.
  • Strong analytical and organizational skills with the ability to solve complex issues by reviewing relevant information.
  • Demonstrates urgency and can thrive in a fast-paced, dynamic environment with a focus on risk mitigation and client experience.
  • Exhibits passion, integrity, commitment, and drive to provide a positive, differentiated service that enhances clients' financial well-being.
  • Understands how life events can affect a client's financial status and is prepared to actively advise solutions and analyze/resolve complex client issues through innovative approaches.
  • Commitment to excellent attendance with proven reliability and adherence to the agreed-upon work schedule.
  • Dependable team player with an understanding that calls must be addressed promptly, including weekends and holidays.
  • Effectively communicates with all clients to enhance their financial experiences.
  • Ability to engage with clients while navigating multiple screens, initiating conversations, anticipating client questions, sharing information clearly, building rapport, and managing objections.
  • Comfortable receiving ongoing performance feedback and coaching.
  • Ability to learn and adapt to new information and technology platforms.
  • Intermediate proficiency with computers and current technology is required.
  • Flexibility to work various shifts; Monday – Sunday, 7:00 am – 10:00 pm EST; 40 hours per week.

Desired Qualifications:

  • Experience in a call center or financial/banking environment.
  • Customer service experience.
  • 1-2 years of fraud servicing or call center experience.
  • Knowledge in Fraud Detection and Prevention.
  • Understanding of Credit Risk.

Essential 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

Shift: 1st shift (United States of America)

Hours Per Week: 40