Claims Specialist


Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we're 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We're a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Claims Specialist II

Job Summary:

  • Investigate and resolve customer inquiries and claims of error adhering to Regulation E. Reporting to a Dispute Resolution Manager, the Claims Analyst II performs comprehensive investigations for complex, large dollar customer claims of error involving ATM, Automated Clearing House (ACH), Bill Pay, Mobile Banking, and Cash Edge in compliance with Federal Reserve Regulation E. Knowledge of Regulation E, MasterCard Rules, STAR Rules, and National Automated Clearing House (NACHA) Rules and Regulations is required.
  • Review available data to figure out possible points of compromise, minimize losses, and stop further counterfeit/fraudulent activity.
  • Cases must be balanced efficiently and within the timeframes and Federal guidelines of Regulation E.
  • Utilize internal systems and communicate with external merchants and law enforcement to investigate customer inquiries and claims of error.
  • Knowledge of claim types and all claims forms and document types for distribution is required. Answer calls from returning customers inquiring on the status of their claim and are encouraged to use resources and accurately answer customer inquiries about their claim.
  • Assist with balancing escalated calls and complaints, along with the development of Claims Analysts I.
  • Identification of recovery and chargeback opportunities under National Automated Clearing House Association (NACHA), STAR Rules, and MasterCard rules, and knowledge of affidavits related to check disputes is required.
  • Identification and reporting of suspected elder or dependent adult financial abuse is also required.
  • Communicate with business partners and make recommendations to ensure successful resolution of claims and minimize bank losses (ex, closing account, not reordering debit card), and report any suspicious activity or red flags.
  • The Claims Analyst II will have subject matter expertise in four to five claim types.


  • High School Diploma, GED or equivalent education, post High School education / Associates Degree preferred.
  • Minimum 5+ years banking operations experience and 3+ years call center experience preferred.
  • Claims processing experience and comprehensive knowledge of banking regulations, specifically Regulation E.
  • Desired candidate will possess excellent organizational skills along with strong oral and business writing communications and interpersonal skills.
  • Strong analytical/problem-solving skills, attention to detail/accuracy, flexibility in work assignments, and strong customer service skills are required.
  • Candidate should display strong decision-making skills that demonstrate flexibility, and resourcefulness and should possess the ability to balance and prioritize multiple tasks while meeting deadlines with limited direct supervision.
  • Ability to work well with others to overcome obstacles and problems in a changing environment as well as able to work with managers and associates in collaborative manner are desired.

Training Hours: Monday-Friday 8:30-5:30

Shift Hours: 4X10 schedule with seasonal adjustments for daylight savings time

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as a detailed list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business.

We do not discriminate in employment decisions on the basis of any protected category. A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

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