Sr Fraud Analyst III - Internal Fraud Detection Unit (IFDU)

Bank of America•Jacksonville, FL

4d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by 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. Bank of America 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 Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for handling complex products and escalated customer situations regarding possible fraudulent activity. Key responsibilities include completing inbound and outbound calls, taking action based on complex transaction characteristics or suspicious documentation, and researching and resolving fraudulent activity and service support. Job expectations include making decisions under uncertain conditions, proactively identifying and escalating concerns/issues with a sense of urgency, and delivering solutions while focusing on retention and re-establishing customer confidence.

Requirements

Minimum 2+ years of Fraud Experience
Possesses comprehensive knowledge in unethical and criminal activities including but not limited to at risk persons, conflicts of interest, account take over, money laundering, collusion, sales ethics violations, manipulation of bank systems, transactional fraud, customer impersonation, compromised customer account information, identity theft, embezzlement, account abuse and other potential criminal threats
Demonstrated ability to self-direct, with minimal supervision to achieve assigned goals
Demonstrates oral and written communication, presentation and organization skills
Proficient knowledge of MS Excel, PowerPoint and OneNote
Has prior experience in Retail Fraud Detection, Claims or Fraud Detection
Has strong analytical & organizational skills and demonstrates the ability to solve complex problems by reviewing related information
Has the ability to quickly learn and adapt to new information and technology platforms
Demonstrates 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
The ability to be a critical/innovative thinker while remaining positive and focused during times of pressure or adversity

Nice To Haves

Current Client Protection experience (Fraud Referral, Fraud Detection Operations, etc..)
Digital Fraud experience (Online Banking, Mobile Wallet, Device Fingerprint)
Banking Center Experience

Responsibilities

Analyzes data to detect and identify fraudulent activities and assesses the level of risk to customers and the bank
Prepares reports for suspicious activity, escalating concerns to senior management as required
Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution and ensures compliance with industry regulations and bank procedures
Manages and prioritizes a large and varied case load effectively and efficiently in order to deliver solutions and re-establish customer confidence
Handles highly sensitive, personal information as it relates to all employees and contractors of Bank of America, including band level information, activities, personal bank accounts, and potentially pay information, with the utmost regard to confidentiality and integrity
Identifies gaps in strategies and works closely with Strategies business partners to improve the filters that serve cases
Leads and/or coordinates special projects, as requested by IFDU management: Metric Performance, Procedures updates, process improvement projects and training / best practice meetings
Effectively communicates issues/concerns and recommends corrective course of action in relation to identifying opportunities to strengthen, improve and streamline business processes including strategies, policies, and internal controls.