Bank Of America Senior Claim Analyst 

United States, Arizona, Phoenix 

189423520

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​

Responsibilities:

• Initiate maintenance on accounts.
• Provide excellent customer treatment
• Initiate Fraud and Non-Fraud Claims.
• Provide status of claims
• Assist with all issues that arise.

Requirements:

• 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

1st shift (United States of America)