Sr Claim Analyst - Global Treasury and Merchant Operations Call Center - 1st Shift

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by 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.

Bank of America 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 Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Enterprise Job Description:
This job is responsible for resolving the day-to-day complex claims and escalations including in-depth analysis for fraud and non-fraud claims, handling complex decisions based on analytical research, established policies and procedures, and judgment. Key responsibilities include following all applicable regulatory guidelines and establishing procedures while utilizing multiple systems and tools. Job expectations include interacting with multiple business partners and clients in order to educate, set appropriate expectations, or deny the claim.

LOB 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​
 

Schedule: Monday through Friday 1st Shift hours

Responsibilities:

• Interacts with multiple business partners to appropriately investigate and decision claim

• Follows up with clients either verbally or through written communication

• Educates and communicates claim decisions to clients

• Records data captured during client interactions accurately

• ​Initiating and maintaining customer accounts while delivering exceptional service.

• The associate will process and manage both fraud and non-fraud claims, provide timely updates on claim statuses, and assist in resolving any issues or inquiries that arise.

• A strong focus on accuracy, efficiency, and customer satisfaction is essential to ensure a positive client experience.

Required Qualifications:

• 1+ year of call center experience

• 1+ year fraud and claims experience in an inbound call center environment

• Ability to work in an in-office environment 100% of the time

• ​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 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​

Desired Qualifications:

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

• Proficient in M365 application suite

Skills:

• Attention to Detail

• Decision Making

• Due Diligence

• Research

• Active Listening

• Adaptability

• Issue Management

• Problem Solving

• Business Acumen

• Collaboration

• Oral Communications

• Written Communications

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:

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