Sr Fraud Analyst III - Fraud Investigations Ready Team

Job Description:

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 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.

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 to deliver solutions and re-establish customer confidence

LOB Specific Information

This is an exciting and fast paced role which will support both ARP and Fraud Referral.  Analysts in this role will be trained in all ARP and Fraud Referral functions and the team will shift between functions as business needs dictate.  Skills to be successful in this role include the ability to quickly adapt, being able to apply investigative methodology across multiple case types, and maintaining accuracy and attention to detail while balancing varied workloads.

Person in this role will

 - Manage complex product issues and escalated customer situations involving potentially fraudulent activity, including suspected elder financial exploitation or abuse of vulnerable adults.

 - Conduct end‑to‑end fraud and exploitation investigations, analyze financial behavior for irregular or suspicious activity, and executing risk‑mitigation strategies to protect vulnerable clients from further harm.

 - Leverage strong analytical abilities, fraud‑detection expertise, and sound judgment under uncertainty

 - Re‑establish customer confidence by delivering clear, empathetic communication via phone and ensuring an exceptional client experience throughout the investigative process.

LOB Responsibilities

 - Responsible for the investigation of incoming TRMS for potential At‑Risk Person (ARP) referrals and Fraud Referrals components, which involves managing and prioritizing a large and varied case load

 - Assess and mitigate risks (regulatory, reputational, etc..) by conducting thorough and timely investigations consistent application of ARP and Fraud Investigation procedures, standards, and documentation requirements.

 - Analyze financial data, account activity, and behavioral patterns to detect indicators of fraud, exploitation, or other suspicious activity, assessing risk to both the client and the bank.

 - Contact clients to verify unusual or potentially fraudulent transactions and provide education on scams, fraud trends, and financial‑safety best practices 

 - Interact with clients to deliver empathetic, professional communication while restoring client confidence

 - Provide client support during Financial Center business hours

 - Document and refer instances of elder financial exploitation and fraud for appropriate Suspicious Activity Reporting (SAR) reporting and action by law enforcement, and State/Regulatory agencies, as applicable. 

 - Provide guidance and subject‑matter expertise to front‑line partners on ARP, fraud trends, and investigative best practices.

 - Identify and escalate risks to clients and the bank to senior management

Required Qualifications

 - Must have current Client Protection experience (Fraud Investigations, Fraud Detection, Claims, etc..)

 - Minimum 1 year experience verbally delivering complex information clearly, concisely and with empathy to clients.

 - Exceptional written & verbal communication skills; exhibits confidence and clarity of message through both written correspondence and phone calls with clients.

 - Ability to prioritize work, effective time management, initiative, and thoroughness.

 - Self-starter capable of analyzing and reporting independently.

 - Proficient in Microsoft suite and other financial industry related software.

 - Must be able to work until 5pm

Desired Qualifications

 - Bachelor’s degree in a related field or equivalent work experience is preferred.

 - 2+ years’ experience conducting investigations, preferably in financial crimes, At-Risk Persons, and/or Fraud Referrals

 - In depth knowledge and experience with Consumer products and services, and applicable compliance rules and regulations.  Experience conducting investigations involving financial crimes and fraud, with knowledge of financial industry practices and financial institution operations and products.

Skills

Analytical Thinking

Attention to Detail

Due Diligence

Investigation Management

Research/Analysis

Collaboration

Policies, Procedures, and Guidelines

Regulatory Compliance

Relationship Building

Written/Verbal Communications

Managing Risk

*** Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:1st shift (United States of America)

Hours Per Week: 40