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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
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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.
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
Skills:
- Customer and Client Focus
- Data Collection and Entry
- Due Diligence
- Issue Management
- Oral Communications
- Active Listening
- Adaptability
- Attention to Detail
- Policies, Procedures & Guidelines
- Written Communications
- Business Acumen
- Collaboration
- Critical Thinking
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Required Background
Must be a current Year Up intern with Bank of America
Shift:
1st shift (United States of America)
Hours Per Week:
40