Sr. Fraud Analyst II

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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 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.

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

Initiate check fraud claims for commercial and large corporate clients and client teams

Complete inbound and outbound calls, and take appropriate action based on the fraud claim type

Provide the client with claim process details, expectations, and mitigation options

Manage incoming claims as part of a client contact center, as well as through workbasket assignment

May perform back office functions related to research and resolution of fraudulent activity and service support

Required Qualifications:

Minimum of 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

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

Shift:1st shift (United States of America)

Hours Per Week: 40

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