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.
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
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 ***
** Must be flexible to work various shifts which may include a weekend day **
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:
40Skills Required
- 1+ year of fraud servicing or call center experience
- Ability to learn and adapt to new information and technology platforms
- High school diploma, GED, secondary school diploma, or equivalent
- Experience working in a financial or banking center
- Fraud detection and prevention experience
- Sound judgment and discretion when handling sensitive information
- Strong computer application skills, including Microsoft Word, Excel, PowerPoint, and Salesforce
Bank of America Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bank of America and has not been reviewed or approved by Bank of America.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision plans along with mental health resources, EAP support, and virtual care options. These offerings indicate breadth across preventive care, counseling, and convenient access channels.
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Retirement Support — Retirement benefits include up to a 5% 401(k) company match plus an additional 2% or 3% annual company contribution based on years of service. This structure signals meaningful long-term savings support beyond standard matching.
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Parental & Family Support — Family support features 26 weeks of parental leave, with 16 weeks fully paid for eligible employees, plus programs for fertility, adoption, surrogacy, childcare, and backup care. These resources emphasize support across family-building and caregiving needs.
Bank of America Insights
What We Do
We make financial lives better for our clients and our communities through the power of every connection. Our employees are at the heart of this purpose, and are key to driving responsible growth. Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.
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