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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

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.

This position is responsible for processing Fraud and or Non Fraud complex claims for Bank of America Customers, including multiple claim types. Associates will review all supporting documentation to determine the best course of action for the Customer, including making phone calls to the Customer to resolve the claim or to set the correct expectations. Associates must ensure they are up to date and apply all internal policies, procedures, and regulatory requirements when reviewing Customer accounts.

Resolves customer check and digital claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve differences; answer service requests and inquiries received from various channels. May debit or credit customer's accounts as appropriate, process charge backs or update customer regarding pending claims. Researches and resolves other general customer account inquiries as appropriate. The incumbents primary interaction is through indirect customer functions. Typically performs back office functions such as, service support, claims resolution, ticket ordering and judgment claims. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls. Works within a team environment. Associate is expected to meet or exceed department level benchmarks for productivity and quality. May provide support and training to other analysts within the department. Has thorough knowledge of the Claims Analyst function and handles more complex cases which require analytical and problem resolution skills.

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

Start date: July 1st, 2024

First Shift: Must be able to work between the hours of 6:00am-5:00pm

Required Qualifications:

• Experience in a Customer Service or Client Facing Environment

• Must display excellent customer service skills with the ability to diffuse difficult customer interactions

• Must possess excellent problem solving and analytical skills

• Customer-centric approach to problem resolution

• Must work well in a team environment, as well as independently

• Strong personal ownership and follow through skills

• Must have a strong and positive work ethic

• Must be flexible and adapt quickly to change

• Ability to multi-task and meet defined performance goals

• Proficient PC skills in a Windows based environment

• Excellent written and oral communication skills

Desired Qualifications:

• Prior experience in a Fraud or Non-Fraud Claims back office investigations or Call Center role

• Experience in claim investigations/systems

2 years of experience preferred.

Skills:

• Attention to Detail
• Decision Making
• Due Diligence
• Research
• Active Listening
• Adaptability
• Issue Management
• Problem Solving
• Business Acumen
• Collaboration
• Oral Communications
• Written Communications

Shift:

Hours Per Week: