Sr Claims Analyst - Check Fraud Outgoing Collections - 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. 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 role will be supporting Check Fraud claims Ongoing Collections.

Class Start Date - 4/1/2024

Work Schedule: Monday - Friday, 8:00am-5:00pm

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
• Investigate and decision daily incoming claims using multiple systems and tools to resolve differences.
• Appropriately investigate/decision claims and interact with multiple business partners.
• Providing Customers with claim education, setting appropriate expectations or skillfully denying the claim
• Crosstrain and perform additional back office functions as needed

Skills:

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

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 and display Bank of America's Values
• Must be flexible and adapt quickly to change
• Ability to multi-task and meet defined performance goals
• Must be a meets in performance results
• 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 Check claim investigations
• Proficient in systems including BASS, Synergy

Shift:

Hours Per Week: