Job Description:

This role is responsible for the day-to-day resolution of complex claims/escalations including in-depth analysis for fraud and non-fraud claims. Complex decisions are made based on analytical research, established policies and procedures and judgment. The role requires extensive experience and must follow all applicable regulatory guidelines and established procedures while utilizing multiple systems and tools. These individuals will interact with multiple business partners and clients in order to educate, set appropriate expectations or skillfully deny the claim.

Class Start Date - 7/3/2023

Schedule: Monday-Friday, 8:00AM-4:30PM

At Bank of America, we’re guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Make a difference by joining the Debit Fraud team in Deposit Claims Operations.

The Sr Claims Analyst researches Debit Fraud claims within Bank policies and procedures. Responsibilities include:

• Investigating and decisioning daily incoming claims using multiple systems and tools and resolving differences.
• Making complex decisions based on analytical research and judgment.
• Providing Customers with claim education, setting appropriate expectations or skillfully denying the claim
• Cross training and performing additional back office functions as needed

We’ll help you

• Get training and one-on-one career coaching from managers who are invested in your success. You’ll also receive additional development through our Consumer Academy to help you succeed in your role.
• Provide clients with a personalized experience by helping them – through exceptional client care

As a Sr Claims Analyst, you can look forward to

• Ongoing professional development to deepen your skills and optimize your expertise as the industry evolves and changes.
• A world-class suite of employee benefits.

Required Skills

Experience in a Customer Service or Client Facing Environment

• Works well in a team environment, as well as independently
• Ability to multi-task and meet specific performance goals
• Must be flexible and adapt quickly to change
• Customer centric approach to problem resolution
• Strong analytical/organizational skills
• Strong ownership skills
• Strong interpersonal skills and detail oriented
• Great typing skills
• Strong computer skills: ability to multi-task & toggle between multiple systems

Desired Skills

Prior experience in a Fraud or Billing Dispute Claims back office investigations or Call Center role

• Working knowledge of Enterprise Platform Intake Case (EPIC)
• Proficient in MS Tools (Word, Excel, etc..)
• Experience in handling or diffusing escalated customer situations
• Experience with additional systems including: VROL, MasterCard, FLASH, Synergy Web. STAR, PULSE and or NICE

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