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. 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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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.

LOB Job Description:

Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.

job 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
Current work schedule is 9pm - 530am, Tuesday - Saturday
Initial training is Monday - Friday from 5am - 130pm 4 weeks

LOB Job Responsibilities:

Initiate Maintenance on accounts.
Provide Excellent Customer Treatment.
Process Client initiated forms and assist with all issues that may arise.

LOB Required Qualifications:

6+ months call center experience
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

Other Job Details:

After 90 day probation period you may be required to work from home and/or remotely 1 day per week, up to 5 days per month.
Internet Service Provider at home (no public WIFI or Internet), must have high speed internet access and a secure or password-protected internet connection.
Must have sufficient room to set up a laptop, monitor, keyboard and mouse.
Comfortable space to work for a full shift that is quiet, private and SECURE space in which to work
Work schedule is Tuesday - Saturday from 1:00 PM - 9:30 PM

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Skills:

Attention to Detail
Decision Making
Due Diligence
Research
Active Listening
Adaptability
Issue Management
Problem Solving
Business Acumen
Collaboration
Oral Communications
Written Communications

Shift:

3rd shift (United States of America)

Hours Per Week:

Commercial Card Senior Fraud Analyst (3rd shift)

Job description

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