Senior Fraud Analyst - Merrill Wealth Management

Bank of America • Chandler, AZ

5d • Onsite

About The Position

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Requirements

• 1+ years of fraud servicing or call center experience.
• Ability to learn and adapt to new information and technology platforms.

Nice To Haves

• Experience working in a financial/banking center
• Fraud detection and prevention experience
• Exhibits sound judgment and discretion when handling sensitive information
• Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce

Responsibilities

• Handling complex and escalated customer situations regarding possible fraudulent account activity.
• Receiving inbound calls and taking appropriate action requiring accuracy on complex transactions.
• 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.
• Servicing 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.
• Assisting Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment.
• Testing existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned loss.
• Participating in triage related to Executive Escalations & Incident Response fraud activities.
• Reviewing and investigating reports of suspected fraudulent activity with accurate recording of data captured during client interactions.
• Following established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED