Job Description

Class Start Date: 04/07/2025

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!

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:

Hours Per Week: 

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