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Claims Initiation Analyst II

Phoenix, Arizona

Job Description:

Receives incoming calls and assists customers with questions or issues regarding potential claims related activity. May handle supervisor or escalated phone calls & correspondence regarding customer claims. Considered a subject matter expert on multiple claims types and makes complex decisions based on judgment and research. Follows established and uses multiple systems and tools. May be responsible for moderately complex research and analysis of account activity to assess levels of risk or fraud. May receive calls from internal employees who need support to resolve complex call types or require an answer to a procedural, process, or situational questions though multiple channels. May need to provide decisions regarding credit or debits to customer’s accounts

**Multiple Shifts May Be Available**

  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

 Required Skills:

Strong customer service skills

Flexible and willing to respond positively to change

Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently

Excellent written and oral communication skills

Ability to de-escalate difficult client situations

Ability to multi-task as business needs dictate with phone and typing required

Ability to work in a client based environment meeting goals 

Flexible with schedule as business needs arise

Must have a strong and positive work ethic and follow Bank of America's Core Values

Must be flexible and adapt quickly to change

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday: 8:30am-5:00pm

Referral Bonus Amount:

0

Job Description:

Receives incoming calls and assists customers with questions or issues regarding potential claims related activity. May handle supervisor or escalated phone calls & correspondence regarding customer claims. Considered a subject matter expert on multiple claims types and makes complex decisions based on judgment and research. Follows established and uses multiple systems and tools. May be responsible for moderately complex research and analysis of account activity to assess levels of risk or fraud. May receive calls from internal employees who need support to resolve complex call types or require an answer to a procedural, process, or situational questions though multiple channels. May need to provide decisions regarding credit or debits to customer’s accounts

**Multiple Shifts May Be Available**

  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

 Required Skills:

Strong customer service skills

Flexible and willing to respond positively to change

Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently

Excellent written and oral communication skills

Ability to de-escalate difficult client situations

Ability to multi-task as business needs dictate with phone and typing required

Ability to work in a client based environment meeting goals 

Flexible with schedule as business needs arise

Must have a strong and positive work ethic and follow Bank of America's Core Values

Must be flexible and adapt quickly to change

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21061088

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kelsey Burns

Referral Bonus:

0

Street Address

Primary Location:
1825 E Buckeye Rd, AZ, Phoenix, 85034