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 role is responsible for the day-to-day resolution of complex claims/escalations including in-depth analysis for fraud and non-fraud claims. Complex decisions are made based on analytical research, established policies and procedures and judgment. The role requires extensive experience and must follow all applicable regulatory guidelines and established procedures while utilizing multiple systems and tools. These individuals will interact with multiple business partners and clients in order to educate, set appropriate expectations or skillfully deny the claim.

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

Required Skills:

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 Skills:

• Prior experience in a Fraud or Non-Fraud Claims back office investigations or Call Center role

• Experience in Check claim investigations

• Proficient in systems including BASS, Synergy

Skills:
• Customer Service
• Customer Focus
• Active Listening
• Multitasking
• Critical Thinking
• Oral Communication
• Time Management
• Consumer Products and Solutions
• Credit Risk
• Fraud Detection and Prevention

Shift:

Hours Per Week: