9 days old

Sr Claims Analyst

Phoenix, AZ 85067
Sr Claims Analyst

Phoenix, Arizona

**Job Description:**

*Multiple Shifts Available

Responsible for the day to day resolution of complex problems/claims including in-depth analysis. The incumbent will take appropriate action based on transaction characteristics & account changes with indicators of complex scenarios related to all claims types. Must be considered a subject matter expert in all claims types. Complex decisions are made based on analytical research, established policies and procedures, and judgment. Requires extensive experience and must follow established procedures & guidelines while utilizing multiple systems & tools. Handles escalated customer situations that were unable to be resolved by the initial claims analyst. Provides coaching and training to other associates. Ensures compliance with Federal and Bank Regulations. Excellent communication and follow up skills required. To appropriately investigate and decision claim, incumbent will interact with multiple business partners. Customer communication includes claim education, setting appropriate expectations or skillfully denying the claim. Individual must have 3-5 years of claims experience along with working knowledge of applicable regulations.

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.

Initially you will be required to work from home and/or remotely in this role and will require the following:

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

Required Skills:

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

Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule

Has the 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

Has the ability to learn and adapt to new information and technology platforms

Desired Skills:

1 year experience in merchant services, payments and/or chargeback management

Knowledge of payments processing platforms and card brand dispute management processes


1st shift (United States of America)

**Hours Per Week:**


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

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 at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

To view the "EEO is the Law" Supplement, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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 Americas Drug-free workplace and alcohol policy, CLICK HERE .


  • Banking / Finance
Posted: 2021-01-05 Expires: 2021-02-04

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At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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Sr Claims Analyst

Bank of America
Phoenix, AZ 85067

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