Claims Analyst (Level II)

Position Details:

Industry: Financial Services

Work Location: Hunt Valley, MD

Job Title: Claims Analyst (Level II)

Duration: 6+ months (Strong possibility of extension)

Available Shift/s:

• 11:00 am – 8:00 pm; Saturday, Monday, Tuesday, Thursday, Friday

Job Description:

• Receives incoming calls and assists customers with questions or issues regarding potential billing dispute and/or fraudulent related activity on their credit card account. 

• Takes appropriate action based on an evaluation of the customer's needs which may include, filing a new claim(s), updating and follow-up on existing claim(s), and/or reviewing appeals on denied claims. 

• Takes personal ownership to ensure that customer requests are processed quickly and efficiently, while maintaining compliance with industry regulations and bank procedures. 

• Responsibilities include but are not limited to: initiating claims using multiple systems and tools, providing first call resolution on inquiries, and may assist the customer in resolving disputes directly with the merchant. 

• May debit or credit customer's accounts, as appropriate. 

• May research and resolve other general customer account inquiries as appropriate and/or escalate issues on the customer's behalf while providing world class customer service. 

• Understand and adhere to established service level agreements and set appropriate expectation with the clients and customers regarding the claims process.

Job Requirements:

• Ideal candidate will have credit card knowledge in a customer service contact center.

• MUST HAVE claims and/or customer service (call center environment) experience.
• Knowledge with credit card in a customer service contact center.
• Flexible with the work schedule.