Senior Claim Analyst

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Job Description:
Responsible for the day to day resolution of complex problems/claims including in depth analysis. The incumbent will take appropriate action based on transaction characteristics & account changes with indicators of extremely complex issues related to all claims types. Must be considered a subject matter expert in all claims types. Complex decisions are made based on analytical research and judgment. Requires extensive experience and must follow established procedures & guidelines while utilizing multiple systems & tools. Handles escalated customer situations that were unable to be resolved by the initial claims analyst. Provides coaching and training to other associates. Ensures compliance with Federal and Bank Regulations. Excellent communication and follow up skills required. To appropriately investigate and decision claim, incumbent will interact with multiple business partners. Customer communication includes claim education, setting appropriate expectations or skillfully denying the claim. Individual must have 3-5 years of claims experience along with working knowledge of applicable regulations.

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.

Responsibilities:

• Initiate maintenance on accounts.
• Provide excellent customer treatment
• Initiate Fraud and Non-Fraud Claims.
• Provide status of claims.
• Assist with all issues that arise.

Requirements:

• 6-12 months Call Center experience
• Must work 100% in office. No hybrid work schedule available.
• Strong customer service skills.
• Flexible and willing to respond positively to change.
• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently.
• Excellent written and oral communication skills.
• Ability to de-escalate difficult client situations.
• Ability to multi-task as business needs dictate with phone and typing required.
• Ability to work in a client based environment meeting goals.
• Flexible with schedule as business needs arise.
• Must have a strong and positive work ethic and follow Bank of America's Core Values.
• Must be flexible and adapt quickly to change.

Shift:
1st shift (United States of America)

Hours Per Week:
40

Client-provided location(s): Phoenix, AZ

Job ID: BankOfAmerica-JR-25040197

Employment Type: FULL_TIME

Posted: 2025-10-02T18:59:08