Job Description

Job Description:

Job Description Summary:

Researches & resolves Deposit and Credit Card Claims within the banks policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools and resolve differences May debit or credit customers accounts as appropriate, process chargebacks or contact customer regarding status of pended or decisioned claims. Researches and resolves other general customer account inquiries as appropriate. Typically performs functions such as, service support, claims research, sales ticket ordering and judgmental claim decisioning. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments case management system and financial controls. Works within a team environment. Associate is expected to meet or exceed department level benchmarks for productivity and quality. May provide support and training to other analysts within the department. Has thorough knowledge of the Claims Analyst function and handles more complex cases which require analytical and problem resolution skills. At least 2 years of experience preferred.

Job Description & Responsibilities:

This position is responsible for processing Fraud and or Non-Fraud claims for Bank of America Customers. Associates will review all supporting documentation to determine the best course of action for the Customer, including making phone calls to the Customer to resolve the claim or to set the correct expectations. Associates must ensure they are up to date and apply all internal policies, procedures, and regulatory requirements when reviewing Customer accounts.

Resolves customer check and digital claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve differences; answer service requests and inquiries received from various channels. May debit or credit customer's accounts as appropriate, process charge backs or update customer regarding pending claims. Researches and resolves other general customer account inquiries as appropriate. The incumbents primary interaction is through indirect customer functions. Typically performs back office functions such as, service support, claims resolution, ticket ordering and judgment claims. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls. Works within a team environment. Associate is expected to meet or exceed department level benchmarks for productivity and quality. May provide support and training to other analysts within the department. Has thorough knowledge of the Claims Analyst function and handles more complex cases which require analytical and problem resolution skills. At least 2 years of experience preferred.

Required Skills:

Not currently on any form of corrective action

Currently meeting both productivity and quality goals

Superior understanding of Fraud claims processing

Excellent communication skills

Team oriented attitude Ability to multi-task, be flexible to change and manage priorities

Detail oriented, a quick learner, and takes ownership over tasks

Minimum of Meets / Meets rating on most recent PDP

Shift:

1st shift (United States of America)

Hours Per Week:

40