Sr Claims Analyst III (ATM/Debit Fraud Claims Readiness)

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 researching and resolving complex fraud and non-fraud claims across multiple functions. Key responsibilities include making timely, informed decisions that balance analytical, regulatory, and compliance requirements. Job expectations include exercising sound business judgement under pressure and communicating effectively with clients and cross functional partners to ensure accurate claim resolution.

Responsibilities:

• Conducts in-depth analysis and investigation of complex fraud claims ensuring timely and accurate resolution

• Identifies trends potential risks and process improvement opportunities to strengthen overall claims management

• Manages end to end claims process and provide appropriate resolutions that balance client experience with business risk

• Utilizes multiple systems and tools to research document and resolve claims efficiently and accurately

• Investigates and resolves escalated, highly complex fraudulent activity claims, including the most challenging cases requiring advanced analysis and sound judgment

• Makes timely, well supported decisions in ambiguous situations while maintaining compliance and minimizing risk

• Conducts outbound calls to gather information, validate activity, and resolve concerns involving suspected fraudulent activity

• Identifies and escalates issues with urgency to mitigate risk and protect the customer and the bank

• Delivers solutions focused on restoring customer confidence, rebuilding trust, and ensuring full remediation

• Manages claims using a cross functional, end to end investigative approach

• Provides training support, side by side coaching, and live claim reviews as a subject matter expert

• Assists with procedure oversight, identifies process improvement opportunities, and supports project and remediation work

• Performs secondary reviews of analyst cases to ensure accuracy, strengthen controls, and reduce client impact

• Maintains flexibility to work overtime during periods of increased fraudulent activity volume or complex case spikes

Required Qualifications:

• Minimum 2 years of current/recent production experience in ATM and/or Debit Claims within Client Protection

• Demonstrated, consistent stellar performance, meeting or exceeding quality and production goals

• Exceptional attention to detail, with a deep commitment to accuracy and high quality work

• Proficient with Microsoft Word and Excel, with the ability to create and manage documents, data, and reports

• Strong organizational and time management skills, with the ability to handle high workloads effectively

• Ability to multi task and prioritize in a fast paced, deadline driven environment

• Capable of working independently with efficiency and precision, while also collaborating cohesively within a team

Desired Qualifications:

• Experience interacting with multiple levels of leadership

• PowerPoint experience

• Reporting/Analytics/Project experience