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.

Researches and resolves customer initiated billing dispute claims billing disputes for ATM transactions. Performs complex, senior level research functions utilizing multiple systems and tools to accurately resolve claims within regulatory requirements and internal company policies and procedures. Responsibilities include: completing an adequate investigation on all claims while meeting and exceeding performance, quality and other key metric goals. May make outbound calls to customers 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 ATM issues and 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.

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

Class Start Date - 10/7/2024

Work Schedule: Monday through Friday between the hours of 6:00 am to 5:00pm AZ time

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:

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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40