Back to search results Sr Claim Analyst - Global Treasury and Merchant Operations Call Center - 1st Shift Phoenix, Arizona Additional locations Apply × To proceed with your application, you must be at least 18 years of age. Acknowledge × Bank of America employees are required to meet all posting eligibility requirements prior to applying for any new position. Acknowledge Refer a friend Apply × To proceed with your application, you must be at least 18 years of age. Acknowledge × Bank of America employees are required to meet all posting eligibility requirements prior to applying for any new position. Acknowledge 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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits.We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!Enterprise 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.LOB Job Description:Receives incoming calls and assists customers with questions or issues regarding potential claims related activity. May handle supervisor or escalated phone calls & correspondence regarding customer claims. Considered a subject matter expert on multiple claims types and makes complex decisions based on judgment and research. Follows established and uses multiple systems and tools. May be responsible for moderately complex research and analysis of account activity to assess levels of risk or fraud. May receive calls from internal employees who need support to resolve complex call types or require an answer to a procedural, process, or situational questions though multiple channels. May need to provide decisions regarding credit or debits to customer's accounts Schedule: Monday through Friday 1st Shift hoursResponsibilities:Interacts with multiple business partners to appropriately investigate and decision claimFollows up with clients either verbally or through written communicationEducates and communicates claim decisions to clientsRecords data captured during client interactions accuratelyInitiating and maintaining customer accounts while delivering exceptional service.The associate will process and manage both fraud and non-fraud claims, provide timely updates on claim statuses, and assist in resolving any issues or inquiries that arise.A strong focus on accuracy, efficiency, and customer satisfaction is essential to ensure a positive client experience.Required Qualifications:1+ year of call center experience1+ year fraud and claims experience in an inbound call center environment Ability to work in an in-office environment 100% of the timeStrong customer service skillsFlexible and willing to respond positively to changeAbility to apply sound judgment, effectively solve problems, and determine fraudulent activity consistentlyExcellent written and oral communication skillsAbility to de-escalate difficult client situationsAbility to work in a client based environment meeting goalsFlexible with schedule as business needs ariseMust have a strong and positive work ethic and follow Bank of America's Core ValuesMust be flexible and adapt quickly to changeDesired Qualifications: Ability to multi-task as business needs dictate with phone and typing requiredProficient in M365 application suiteSkills:Attention to DetailDecision MakingDue DiligenceResearchActive ListeningAdaptabilityIssue ManagementProblem SolvingBusiness AcumenCollaborationOral CommunicationsWritten CommunicationsMinimum Education Requirement: High School Diploma / GED / Secondary School or equivalentInternal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.Shift:1st shift (United States of America)Hours Per Week: 40 Learn more about this role Apply × To proceed with your application, you must be at least 18 years of age. Acknowledge × Bank of America employees are required to meet all posting eligibility requirements prior to applying for any new position. Acknowledge Refer a friend Apply × To proceed with your application, you must be at least 18 years of age. Acknowledge × Bank of America employees are required to meet all posting eligibility requirements prior to applying for any new position. Acknowledge Full time JR-26019704 Manages People: No Travel: No Age requirement: Must at least be 18 years of age. Share: Save job Job saved