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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.
Responsibilities:
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 claim investigations/systems
Skills:
High School Diploma / GED / Secondary School or equivalent
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