Client Service Representative - Wealth Management Claims - 2nd Shift - Chandler, AZ - Military Veterans

at Bank of America

Chandler, Arizona

Job Description:

**2nd Shift Position**

The Wealth Management Fraud & Claims (WMFC) associates are responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients' bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products. WMFC associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. Associates must handle all scenarios within the bank's policies and procedures. The expectation of a WMFC associate is to be actively engaged in a conversation with our client or internal partner while simultaneously accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand. The WMFC associates are required to have a broad knowledge of the financial industry and an understanding of our service model and technology. Associates are required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill requests. WMFC associates are expected to meet or exceed established service level agreements and department set performance metrics. All newly hired associates will take part in a training course of approximately 10 weeks, and upon completion associates will handle all banking and credit card requests related to WMFC.

Key Responsibilities include:
  • Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
  • Assist clients and internal partners with banking claim inquires, initiation, and updates.
  • Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
  • Consistently meet or exceed expectations for performance metrics and quality standards

Required Skills:
  • Strong communications skills and the ability to communicate with management, peers and clients
  • Customer service skills and the ability to resolve problems and prevent client dissatisfaction
  • Demonstrated proficiency with Microsoft Outlook, PowerPoint, Word, and Excel
  • Ability to manage/direct multiple functions effectively while delivering results
  • Ability to work independently with strong organizational, problem solving, and analytical skills
  • Ability to demonstrate flexibility and the ability to work well under pressure in a fast paced, constantly changing environment
  • Ability to handle confidential matters and sensitive information in a responsible manner
  • Foster effective teamwork across the organization
  • Strong follow-up skills
  • Willingness to work weekends
  • Fostering teamwork and collaboration between teammates
  • Limiting risk exposure through consistent audits and observations
  • Advanced knowledge of fraud and claims processes
  • Handling escalated clients and demonstrates the ability to de-escalate when possible
  • Ensure satisfactory service levels are met by toggling between different functions and desktop systems
  • Analysts must demonstrate qualities of cooperative and professional work ethic including thinking outside of the box as well as being able to effectively multi-task.

  • Required to work from the primary work location listed when not in remote operating stance.
  • Initially you will be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Desired Skills:
  • Prior Claims experience would be preferred but not required
  • Experience with the following applications: MSS, OMNI, TSYS, EPIC, BOLT, FLASH, Synergy, BOSS/Model, ICDP
  • Chargeback Philosophies knowledge


Job Band:
H7

Shift:
2nd shift (United States of America)

Hours Per Week:
40

Weekly Schedule:

Referral Bonus Amount:
0
--> Job Description:

**2nd Shift Position**

The Wealth Management Fraud & Claims (WMFC) associates are responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients' bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products. WMFC associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. Associates must handle all scenarios within the bank's policies and procedures. The expectation of a WMFC associate is to be actively engaged in a conversation with our client or internal partner while simultaneously accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand. The WMFC associates are required to have a broad knowledge of the financial industry and an understanding of our service model and technology. Associates are required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill requests. WMFC associates are expected to meet or exceed established service level agreements and department set performance metrics. All newly hired associates will take part in a training course of approximately 10 weeks, and upon completion associates will handle all banking and credit card requests related to WMFC.

Key Responsibilities include:
  • Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
  • Assist clients and internal partners with banking claim inquires, initiation, and updates.
  • Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
  • Consistently meet or exceed expectations for performance metrics and quality standards

Required Skills:
  • Strong communications skills and the ability to communicate with management, peers and clients
  • Customer service skills and the ability to resolve problems and prevent client dissatisfaction
  • Demonstrated proficiency with Microsoft Outlook, PowerPoint, Word, and Excel
  • Ability to manage/direct multiple functions effectively while delivering results
  • Ability to work independently with strong organizational, problem solving, and analytical skills
  • Ability to demonstrate flexibility and the ability to work well under pressure in a fast paced, constantly changing environment
  • Ability to handle confidential matters and sensitive information in a responsible manner
  • Foster effective teamwork across the organization
  • Strong follow-up skills
  • Willingness to work weekends
  • Fostering teamwork and collaboration between teammates
  • Limiting risk exposure through consistent audits and observations
  • Advanced knowledge of fraud and claims processes
  • Handling escalated clients and demonstrates the ability to de-escalate when possible
  • Ensure satisfactory service levels are met by toggling between different functions and desktop systems
  • Analysts must demonstrate qualities of cooperative and professional work ethic including thinking outside of the box as well as being able to effectively multi-task.

  • Required to work from the primary work location listed when not in remote operating stance.
  • Initially you will be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Desired Skills:
  • Prior Claims experience would be preferred but not required
  • Experience with the following applications: MSS, OMNI, TSYS, EPIC, BOLT, FLASH, Synergy, BOSS/Model, ICDP
  • Chargeback Philosophies knowledge


Job Band:
H7

Shift:
2nd shift (United States of America)

Hours Per Week:
40

Weekly Schedule:

Referral Bonus Amount:
0
Job Description:

**2nd Shift Position**

The Wealth Management Fraud & Claims (WMFC) associates are responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients' bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products. WMFC associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. Associates must handle all scenarios within the bank's policies and procedures. The expectation of a WMFC associate is to be actively engaged in a conversation with our client or internal partner while simultaneously accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand. The WMFC associates are required to have a broad knowledge of the financial industry and an understanding of our service model and technology. Associates are required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill requests. WMFC associates are expected to meet or exceed established service level agreements and department set performance metrics. All newly hired associates will take part in a training course of approximately 10 weeks, and upon completion associates will handle all banking and credit card requests related to WMFC.

Key Responsibilities include:
  • Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
  • Assist clients and internal partners with banking claim inquires, initiation, and updates.
  • Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
  • Consistently meet or exceed expectations for performance metrics and quality standards

Required Skills:
  • Strong communications skills and the ability to communicate with management, peers and clients
  • Customer service skills and the ability to resolve problems and prevent client dissatisfaction
  • Demonstrated proficiency with Microsoft Outlook, PowerPoint, Word, and Excel
  • Ability to manage/direct multiple functions effectively while delivering results
  • Ability to work independently with strong organizational, problem solving, and analytical skills
  • Ability to demonstrate flexibility and the ability to work well under pressure in a fast paced, constantly changing environment
  • Ability to handle confidential matters and sensitive information in a responsible manner
  • Foster effective teamwork across the organization
  • Strong follow-up skills
  • Willingness to work weekends
  • Fostering teamwork and collaboration between teammates
  • Limiting risk exposure through consistent audits and observations
  • Advanced knowledge of fraud and claims processes
  • Handling escalated clients and demonstrates the ability to de-escalate when possible
  • Ensure satisfactory service levels are met by toggling between different functions and desktop systems
  • Analysts must demonstrate qualities of cooperative and professional work ethic including thinking outside of the box as well as being able to effectively multi-task.

  • Required to work from the primary work location listed when not in remote operating stance.
  • Initially you will be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Desired Skills:
  • Prior Claims experience would be preferred but not required
  • Experience with the following applications: MSS, OMNI, TSYS, EPIC, BOLT, FLASH, Synergy, BOSS/Model, ICDP
  • Chargeback Philosophies knowledge


Shift:
2nd shift (United States of America)

Hours Per Week:
40
Learn more about this role

Chandler, Arizona

You’ve led troops, now help lead your community 

As a leader in the military, you motivated troops to get the job done. We value your ability to influence change and encourage you to continue that influence here and in our communities. Our Military Affairs Team proudly supports veterans in our communities through education and volunteer events. Together, we can create better communities and a brighter future for us all. 

First you fought for the American dream, now you can guide its future

You joined the military to protect a nation and its people. Let the same passion for making a difference lead you to a new career. At Bank of America, we’re proud that more than 6,800 veterans work for us. They’ve discovered that their desire to help others didn’t end with their service. Here, you’ll help our customers and clients connect to better financial lives.

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