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!

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.

Enabling Support works with all lines of business within Client Protection.  The main drivers of our volumes are inbound/outbound correspondence, fee adjustments, case creations, financial adjustments, audit processes, and control reporting.  With over 100 functions, candidates need to be willing to adaptable throughout their day due to ever changing volumes and demands as well having excellent time management skills.  Associates need to be team oriented and comfortable communicating with their peers and leadership so all tasks are complete in a timely manner. 

Class Start Date - 10/7/2024

Work Schedule:  Monday through Friday between the hours of 6am to 5:00pm (8 hour shift).  

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 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 

*Ability to lift 25 lbs. required (process printed letters)

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:

Hours Per Week: 

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