דרושים Sr Claims Analyst Consumer Ach ב-Bank Of America ב-United States, Phoenix

This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.

LOB Job Description:

​Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.

Responsibilities:

• ​Initiate maintenance on accounts.

• Provide Excellent Customer Treatment.

• Process Client initiated forms.

• Assist with all issues that may arise.

Required Qualifications:

• 6+ Months call center experience

• ​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

Other Qualifications:

• After 90 day probation period you may be required to work in office weekly and work from home up to 5 days a month, 1 day per week.

• 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

​

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Minimum of one year of customer service experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Proficient in dealing with customer issues in both a routine and complex environment

• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients

• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience

• Credit assistance and collections experience

• Inbound/outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Review complex legal documents and interpret document scope to determine what accounts and bank records are responsive to the subpoena.
• Review of documents includes ability to apply state and federal laws to maintain compliance with proper service, customer notification requirements, and compliance with Right to Financial Privacy Act
• Role requires ability to navigate dozens of systems to research and acquire responsive documents.
• Frequent interactions with Law Enforcement, agencies, and attorneys to negotiate scope, court appearances, and reasonable due dates for delivery.
• Advanced organizational skills to maintain a large caseload of case with multiple moving parts.

• Previous Portfolio Management experience
• 1-2 years' experience with MS Suite
• Legal or court background
• Familiar with Bank of America systems
• Highly organized, quick thinker

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Must understand bank products and location of responsive documents.
• Professional Demeanor: Demonstrating patience, composure, and client service attitude.
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Proficient in English/ Spanish

• Minimum of one year of customer service experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Proficient in dealing with customer issues in both a routine and complex environment

• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients

• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience

• Credit assistance and collections experience

• Inbound/outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Reads and interprets legal orders to document requests or restrict and monitor accounts based on findings from cases or escalation requests
• Negotiates deliverables and due dates required for Federal, State, Civil, and Criminal legal documents
• Partners with banking centers, internal and external attorneys, customers, and Federal, State, and local agencies to document and maintain case files using internal tracking systems

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for performing risk assessment and repayment capacity analysis (i.e., financial, borrower, industry, etc.) and preparing transaction justification for moderately complex/complex transactions with limited oversight. Key responsibilities include documenting credit analysis, independently assessing historic and projected borrower financial information, evaluating adherence to policy and procedure, providing loan structure analysis and recommendations, and monitoring portfolio performance.

Responsibilities:

• Evaluates credit worthiness and provides analysis and decisioning on whether a client should receive a credit facility
• Partners with Credit Officers, Relationship Management, and Risk teammates to assess and deliver credit solutions
• Monitors the client's operating performance and financial condition, proactively identifying issues and opportunities
• Delivers financial modeling, loan structure, industry, economic, and other analysis to team members to support the loan decision-making process
• Ensures adherence to credit policies, guidelines, procedures, and applicable regulatory requirements
• Analyze financial statements, cash flow projections, and industry trends specific to agriculture and food-related businesses.
• Maintain up-to-date knowledge of market conditions, commodity pricing, and regulatory developments affecting agribusiness lending.
• Escalates and debates deteriorating assets in partnership with the Special Assets Group and Risk as appropriate
• Participates in Regional and Market meetings to communicate credit delivery best practices and results
• Participate with RM or CO's to negotiate Credit Agreements & loan documents, as needed.

Required Qualifications:

• 5-7 plus years of solid experience in Commercial Banking performing financial analysis, structuring, underwriting and portfolio management
  ,
  preferably with prior credit approval authority.
• Strong communication and analytical/technical skills, including financial accounting, modeling and loan structuring.
• Formal commercial credit training OR equivalent work experience.
• Prior experience in a high-volume production environment

Desired Qualifications:

• Knowledgeable of the closing process & timeline for all types of loans (i.e. real estate, revolvers, etc.)
• Prior leadership and credit management experience.
• Superior teamwork skills in the commercial market space.
• Bachelor's degree, Master’s Degree preferred, in business administration, finance, accounting or economics

Skills:

• Attention to Detail
• Credit and Risk Assessment
• Financial Analysis
• Underwriting
• Written Communications
• Analytical Thinking
• Credit Documentation Requirements
• Financial Forecasting and Modeling
• Recording/Organizing Information
• Business Acumen
• Collaboration
• Collateral Management
• Loan Structuring
• Prioritization

High School Diploma / GED / Secondary School or equivalent

This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations. Key responsibilities includeperforming ILQA reviews for ~ 30+ requests daily, following a strict prioritization process to ensure timelines are met. Validates required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed. Monitors communication channels (Outlook, Skype, Teams, etc.) for workflow updates, partner inquiries, status requests, escalations, and business updates.

Responsible for performing quality audits and/or for reviewing evaluations completed by team managers. Ability to analyze and understand data and translate into coaching feedback by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring. Identify trends, escalate problems, and take action. Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency. Share best practices. Typically requires 2 to 4 years of related experience.

Job Responsibilities:

• Responsibilities include, but are not limited to:
• Partnering with internal business partners to obtain the necessary information to complete Inline Quality review.
• Completing quality reviews on high risk transactions.
• Reviewing legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements.
• Working with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilizing various bank systems to complete quality review requests.
• Identifying and escalating process/procedure gaps to mitigate risk.
• Exercises judgment and discretion with respect to client relationships and problem resolutions
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources, procedures and manage desk routines to ensure tasks, timelines and responsibilities are met.
• Meet or exceed strict quality assurance standards.

Required Qualifications:

• Minimum 4 years of Customer Service experience
• Minimum 2 years of experience handling difficult situations with customers.
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organizational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with client begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• An intermediate ability in computer skills.

Desired Qualifications:

• 1+ year of Treasury experience
• 1+ year of Quality Assurance Experience
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect

Skills:

• Claims Management
• Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Attention to Detail
• Investigation Management
• Problem Solving
• Risk Management
• Written Communications
• Adaptability
• Process Management
• Process Mapping
• Project Management
• Reporting

High School Diploma / GED / Secondary School or equivalent