Sr Fraud Analyst II - 2nd Shift - Alert Management

Sr Fraud Analyst II - 2nd Shift - Alert Management

Charlotte, North Carolina

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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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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.

Who we are

The Global Payment Operations (GPO) organization supports Global Wire transfer and ACH payments for internal and external clients across multiple time zones and currencies through various channels. This is managed through 7 COEs to drive global consistent processing and platforms. The COEs are responsible for supporting STP, handling Non-Straight-Through items, overdraft exceptions, investigations, reporting, initiative support, sanctions screening, monitoring payment flows 24X7 and Fraud Analytics & Alert Management in accordance with established policies.

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

Required Qualifications :

2nd Shift - Schedule for this role is 11 : 00 AM - 8 : 00 PM EST and may include Holidays and weekend work as needed.

Minimum of 12 months customer service experience

Able to demonstrate a high level of professionalism over the phone, email and in person

Attention detail and strict adherence to policy and procedures

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

Desired Qualifications :

• Production based experience in a call center environment

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 :

2nd shift (United States of America)

Hours Per Week : 40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

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Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.