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Job description
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 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 Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through 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.
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.
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
Required Qualifications
1+ years of fraud servicing or call center experience.
Has the ability to learn and adapt to new information and technology platforms
Desired Qualifications
Experience working in a financial/banking center
Fraud detection and prevention experience
Exhibits sound judgment and discretion when handling sensitive information
Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce
1st and 2nd shifts available
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
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
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.