Sr Claims Analyst (Debit Fraud Claims) Phoenix, Arizona **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! **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. **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:** 1st shift (United States of America) **Hours Per Week:** 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) . To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.