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.

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 activityMakes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systemsAssesses the level of risk and makes decisions which directly affect the customer experience and risk to the bankReviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolutionComplies with industry regulations, bank procedures, integrity levels of the department's system, and financial controlsRecords data captured during client interactions accuratelyThe Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Required Qualifications:

2nd Shift - Schedule for this role is 6pm - 3am CST (7pm - 4am EST) and may include Holidays and weekend work as needed.Minimum of 12 months customer service experienceAble to demonstrate a high level of professionalism over the phone, email and in personAttention detail and strict adherence to policy and proceduresFlexible and willing to respond to changeAbility to apply sound judgment, effectively solve problems, and determine fraudulent activity consistentlyExcellent written and oral communication skillsAbility to de-escalate difficult client situationsAbility to multi-task as business needs dictate with phone and typing required.Ability to work in a client based environment meeting goalsFlexible with schedule as business needs arise

Skills:

Analytical ThinkingClient Experience BrandingCustomer and Client FocusDue DiligenceResearchAttention to DetailData Collection and EntryPolicies, Procedures, and GuidelinesReferral ManagementWritten CommunicationsAdaptabilityBusiness IntelligenceInvestigation ManagementIssue ManagementRelationship Building

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

For internal employees; participation in a work from home posture does not make you ineligible to post.

Shift:

2nd shift (United States of America)

Hours Per Week: 

40