National Black MBA Association
Wealth Management Fraud and Claims - Senior Fraud Analyst
National Black MBA Association, Newark, Wisconsin, United States
Job Description:
Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals‑based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.
Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.
Merrill 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 Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused.
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.
Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.
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
Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates
* 1st and 2nd shifts available : Tuesday through Saturday : 10:00 am EST to 8:00 pm EST flexibility
Required Qualifications:
1+ years of fraud servicing or call center experience.
Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information
Demonstrates a strong sense of urgency and is able to work in a fast‑paced, ever‑changing environment with a strong focus on risk mitigation and client experience.
Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
Dependable team‑player attitude with an understanding that calls must be handled immediately, including weekends and holidays
Communicates effectively and confidently with all clients to make their financial lives better
Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of an intermediate level of proficiency with computers and current technology
Desired Qualifications:
Experience in a call center or a financial/banking center
Fraud Detection and Prevention
Credit Risk
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
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, however, may require to meet the workplace excellence policy.
Shift: 1st shift (United States of America)
Hours Per Week: 40
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Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.
Merrill 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 Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused.
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.
Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.
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
Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates
* 1st and 2nd shifts available : Tuesday through Saturday : 10:00 am EST to 8:00 pm EST flexibility
Required Qualifications:
1+ years of fraud servicing or call center experience.
Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information
Demonstrates a strong sense of urgency and is able to work in a fast‑paced, ever‑changing environment with a strong focus on risk mitigation and client experience.
Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
Dependable team‑player attitude with an understanding that calls must be handled immediately, including weekends and holidays
Communicates effectively and confidently with all clients to make their financial lives better
Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of an intermediate level of proficiency with computers and current technology
Desired Qualifications:
Experience in a call center or a financial/banking center
Fraud Detection and Prevention
Credit Risk
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
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, however, may require to meet the workplace excellence policy.
Shift: 1st shift (United States of America)
Hours Per Week: 40
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