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 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

**1st and 2nd shifts available**

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 technologyMust be flexible 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 a financial/banking centerCustomer service experienceHas 1-2 years of fraud servicing or call center experience.Fraud 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