Sr. Claims Analyst

Bank of America • College Park, MD

264d

About The Position

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! The Merchant Services Claims Analyst representative will be responsible for handling incoming chargebacks request, reviewing documentation, performing research, entering re-presentments, and handling pre-arbitration cases on behalf of our merchant clients within multiple networks as the acquirer bank. The representative is responsible for ensuring that all cases are resolved in compliance with industry regulations and bank procedures. Processing of Merchant dispute cases at all dispute cycle level within established timeframes. Download, review, and redact incoming documentation in response to charge-back notifications. Stay up to date on industry information, system changes, network rules and compliance requirements. Respond to escalations and maintain open communications with the merchants, may include phone calls to merchants and others as appropriate or needed.

Requirements

• Positive outlook and be keen to learn and develop their skills while contributing to a high performing and enthusiastic team.
• Excellent interpersonal, written, and oral communication skills.
• Ability to express ideas in a clear and concise manner.
• Strong consensus building ability with effective conflict resolution and negotiation skills.
• Ability to meet productivity and performance goals.
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
• Ability to engage clients - begin a conversation, anticipate what questions a client may have regarding disputes, actively share information using plain language, build rapport, and handle objections.
• Ability to learn and adapt to new information and technology platforms.

Nice To Haves

• 1 year experience in Merchant Acquiring or payment processing.
• 1 year experience or knowledge of Chargeback or Disputes Management (issuing or acquiring).

Responsibilities

• Responsible for the day to day resolution of complex problems/claims including in-depth analysis.
• Take appropriate action based on transaction characteristics & account changes with indicators of complex scenarios related to all claims types.
• Handle escalated customer situations that were unable to be resolved by the initial claims analyst.
• Provide coaching and training to other associates.
• Ensure compliance with Federal and Bank Regulations.
• Interact with multiple business partners to investigate and decision claims.
• Communicate with customers regarding claim education, setting appropriate expectations or skillfully denying the claim.
• Handle incoming chargebacks request, reviewing documentation, performing research, entering re-presentments, and handling pre-arbitration cases.
• Ensure all cases are resolved in compliance with industry regulations and bank procedures.
• Process Merchant dispute cases at all dispute cycle levels within established timeframes.
• Download, review, and redact incoming documentation in response to charge-back notifications.
• Stay up to date on industry information, system changes, network rules and compliance requirements.
• Respond to escalations and maintain open communications with the merchants.

Benefits

• Competitive benefits to support physical, emotional, and financial well-being.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities