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 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 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.

"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."

LOB Job Specifics:

The ideal candidate will have the ability to review and analyze internally and externally submitted cases involving potentially fraudulent or scam-related Zelle activity across our client base. This role requires strong analytical skills to assess client information, including tenure, at-risk indicators, deposit account relationships, prior charge-off activity, deposit patterns, direct deposits, money movement, and average versus current balances, to determine appropriate outcomes and mitigate risk to the bank. The analyst is expected to manage and prioritize manually created work, including alerts generated through fraud scoring rules that are loaded into FLASH queues, as well as Excel files exported from SharePoint (EWS). Daily responsibilities include working alerts through FLASH using the "Get Next" functionality and performing thorough business-as-usual fraud reviews while adhering to established workflows and service expectations.

The role requires sound judgment in decision-making, including initiating client outreach for suspected fraud or scam activity related to person-to-person transactions, and creating cases to Claims when transactions have posted. In cases where fraud concerns are resolved, the analyst must be able to appropriately approve and release transactions. Strong communication skills are necessary, and outreach and collaborate with Client Leadership Teams for managed relationships. Additionally, the role includes responsibility for account closures, primarily driven by fraud cases, and supporting processes such as Secondary Account Closure Review (SACR) in coordination with GBS. The analyst must also ensure accurate and timely completion of TRMS documentation for all suspicious or fraudulent cases. Success in this role requires attention to detail, the ability to manage high volumes of work efficiently, and strict adherence to compliance and operational procedures.

Start Date 8-3-2026

Training approximately 6-8 weeks

8-hour shift between the hours of 7:30am-5:30pm

Required Qualifications:

• Strong analytical and organizational skills

• Demonstrated ability to solve complex problems by reviewing related information.

• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.

• Customer centric approach

• Demonstrates a strong sense of urgency

• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.

• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.

• Communicates effectively and confidently and is comfortable engaging all clients.

• Has the ability to learn and adapt to new information and technology platforms.

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

• Good time management skills

• Flexible to work weekends and/or extended hours as needed.

1 year of call center and/or customer facing service experience.

Desired Qualifications:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

• Experience working in an environment where both individual and team goals are met or exceeded routinely.

     

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

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:
1st shift (United States of America)

Hours Per Week:
40