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Bank of America Sr Claims Analyst in Phoenix, Arizona

Sr Claims Analyst

Phoenix, Arizona

Job Description:

Job Description Summary

Responsible for the day to day resolution of complex problems/claims including in-depth analysis. The incumbent will take appropriate action based on transaction characteristics & account changes with indicators of complex scenarios related to all claims types. Must be considered a subject matter expert in all claims types. Complex decisions are made based on analytical research, established policies and procedures, and judgment. Requires extensive experience and must follow established procedures & guidelines while utilizing multiple systems & tools. Handles escalated customer situations that were unable to be resolved by the initial claims analyst. Provides coaching and training to other associates. Ensures compliance with Federal and Bank Regulations. Excellent communication and follow up skills required. To appropriately investigate and decision claim, incumbent will interact with multiple business partners. Customer communication includes claim education, setting appropriate expectations or skillfully denying the claim. Individual must have 3-5 years of claims experience along with working knowledge of applicable regulations.

Job Description

Job Description & Responsibilities :

Researches and resolves customer initiated fraud claims and / or billing disputes for ATM and debit card transactions. Performs complex research utilizing multiple systems and tools to accurately resolve claims within regulatory requirements and internal company policies and procedures. Responsibilitiesinclude: completing an adequate investigation on all claims while meeting and exceeding performance, quality and other key metric goals. Makes outbound calls to customer as a part of the investigation process to obtain additional information and support accurate claim resolution. May provide support for customer escalations requiring urgent and thorough research. Responsible for the identification and escalation of fraud trends identified through claim research to mitigate customer impact and financial loss to the company. Will communicate with teammates and business partners to share research information and provide feedback on concerns and process opportunities.

Required Skills :

• Must have experience in ATM, Debit or Credit fraud claim investigations

• Proficient in systems including EPIC, VidCenter, Synergy, VROL, MasterCard

• 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

  • Required to work from the primary work location listed when not in remote operating stance Initially you may be required to work from home and/or remotely in this role:

  • 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


1st shift (United States of America)

Hours Per Week:


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus: