Gwim Fraud And Claims Service Associate

Bank Of America Corporation Chandler , AZ 85249

Posted 4 weeks ago

Job Description:

Job Title: GWIM Fraud and Claims Service Associate

Role: GWIM Fraud & Claims Service Associate

Band: H7

Job Description:

The GWIM Fraud & Claims associate will be responsible for the initiation of various fraud and non- fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients, and MLSN.

They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The GFC associate may also debit or credit client's accounts as appropriate, process chargeback's or update clients regarding pending claims.

They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.

The GFC Associates are required to have a broad knowledge of the financial industry and an understanding of GWIM's service model and technology. May be 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.

Meeting or exceeding established service level agreements and department set performance metrics. May handle escalated issues by successfully navigating the organization to resolve client requests. Is accountable for the successful resolution of all client requests.

After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WCLS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding Merrill Lynch's brokerage and Bank of America Claims process.

Key Responsibilities include:

  • Handle incoming client and branch office calls utilizing professional telephone and problem solving skills

  • Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates.

  • Minimize fraud and financial loss by blocking and reissuing client material (i.e. cards, checks)

  • Consistently achieve minimal or beyond expectations for performance metrics and quality standards

The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to Client satisfaction and service ownership via observable call management behaviors. GWIM Fraud & Claim Service Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: duration, adherence, service levels, client satisfaction) that are utilized to evaluate their performance.

Posting Date: 03/18/2019

Location: Chandler, AZ, Building D, 2505 W CHANDLER BLVD, - United States

Travel: No

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift



icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Financial Crimes Specialist Call Center 2

Wells Fargo

Posted 5 days ago

VIEW JOBS 4/13/2019 12:00:00 AM 2019-07-12T00:00 Job Description At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses. Successful candidates will be working in a fast paced production oriented call center environment. You will be expected to respond to our inbound customer inquiries while meeting or exceeding quality standards. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute. The nature of claims handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes. Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday, 9am-6pm. During this period we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective. The start date for this position is Monday, June 10th, 2019. Training Schedule: Monday-Friday, 9am - 6pm for 6 weeks. Work Schedule: 12:45pm - 9:15pm on Weekdays and 8:45am – 5:15pm on Saturdays. This full-time schedule will include Sundays off and either Tuesday, Wednesday, or Thursday off during the week. Starting salary will be dependent on experience. Salary range is $15.75-16.50/hr. Since this schedule includes second-shift, successful candidates will be eligible to receive a 15% shift differential for any eligible hours worked after 4pm weekdays.* * ---------------------------------------------------------------------------------- GREAT CAREER OPPORTUNITIES!!! * Salary | Competitive Salary with Shift Differential opportunities! * Bilingual Queue | 5% Language differential for qualified Spanish-bilingual candidates! * 401(k) | 6% company match! * PTO | New team members will receive 18 days paid time off PLUS 12 paid Holidays! * Full Benefits | Medical, Dental, Vision! * SHARE Team Member Referral Program | Refer an external candidate that turns in to a full-time team member (30 or more hours) and receive a $1000 referral bonus!! * Tuition Reimbursement opportunities! * Free Parking, Cell Phone Discounts! Want to learn more about our team? Copy and paste this video URL into a new browser tab to hear what our team members are saying: https://youtu.be/Aa8sDrdxRx4 Required Qualifications * 6+ months of call center experience; or 1+ year of experience in one or a combination of the following: financial services, fraud, investigations, Bank Secrecy Act, anti money laundering, or criminal justice; or an AA/AS degree or higher in criminal justice Desired Qualifications * 1+ year of customer service experience * Debit card experience * Experience assessing and meeting the needs of customers * General ledger experience * Ability to execute in a fast paced, high demand, environment while balancing multiple priorities * Ability to navigate multiple computer screens while working on the phone * Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important * Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information * Customer service focus with the ability to listen to customer needs and recommend solutions * Excellent verbal, written, and interpersonal communication skills * Intermediate Microsoft Office skills * Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD * Knowledge and understanding of regulatory compliance requirements surrounding Regulation E * Bilingual speaking proficiency in Spanish/English Job Expectations * Willingness to work on-site at stated location on the job opening * Must be able to attend full duration of required training period * Ability to work nights, weekends, and/or holidays as needed or scheduled Street Address AZ-Chandler: 2700 S Price Rd - Chandler, AZ Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. PYMTVIRSOLSINN/PVSI WH 0032003 PYMTVIRSOLSINN/PVSI WH Wells Fargo Chandler AZ

Gwim Fraud And Claims Service Associate

Bank Of America Corporation