Senior Fraud Analyst - Commercial Card (3RD SHIFT)

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 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!

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.

LOB Job Description:

​​Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.
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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

• Assists Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment

• Tests existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned loss

• Participates in triage related to Executive Escalations & Incident Response fraud activities

• Reviews and investigates reports of suspected fraudulent activity with accurate recording of data captured during client interactions

• Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations

LOB Responsibilities:

• ​​Initiate Maintenance on accounts.

• Provide Excellent Customer Treatment, Process Client initiated forms and assist with all issues that may arise. 

Required Qualifications:

• Must be able to work overnight 3rd shift from​​ 9PM - 5:30AM EST Sunday - Thursday

• +6 months call center experience 

• Strong customer service skills

• Flexible and willing to respond positively 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

• Must have a strong and positive work ethic and follow Bank of America's Core Values

• Must be flexible and adapt quickly to change

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Skills:

• Customer and Client Focus

• Data Collection and Entry

• Due Diligence

• Issue Management

• Oral Communications

• Active Listening

• Adaptability

• Attention to Detail

• Policies, Procedures, and Guidelines

• Written Communications

• Business Acumen

• Collaboration

• Critical Thinking

Other Qualifications:

• ​​Candidate can work from home 5 days per month in this position after 90 day ramp up. After 90 day probation period you may be required to work from home and/or remotely 1 day per week in this role​.

• Internet Service Provider at home (no public Wi-Fi or Internet)(high speed internet access and a secure or password-protected internet connection) 

• Sufficient room to set up a laptop, monitor, keyboard and mouse 

• Comfortable space to work for a full shift  

• Quiet, private and SECURE space in which to work​​

Shift:

Hours Per Week: