Job Description:

Class Start Date: 05/05/2025

Work Schedule: Monday - Friday (8:00 AM to 5:00 PM)

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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. 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.

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: "Must" have these skills to be minimally qualified.

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 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
LOB Specific Information:

This role will be supporting the Research function within Debit Fraud Claims.

Shift:
1st shift (United States of America)

Hours Per Week:
40