The Claims Analyst will report to the Director of Vault Services

Position Summary:

The Claims Analyst is responsible for investigating, processing, and resolving loss-related claims involving cash shortages, overages, disputes, balancing discrepancies, and customer inquiries. This role works closely with branch operations, security operations, the Director of ATMs, financial institutions, and ATM owner/clients to ensure timely, accurate, and compliant claims resolution while minimizing financial loss.

Responsibilities and Duties include, but are not limited to:

ATM Claims Investigation and Resolution

Investigate ATM cash claims, including shortages, overages, jams, and deposit discrepancies.
Review ATM transaction journals, electronic logs, surveillance footage, and cash balancing reports.
Coordinate with ATM service providers, banks, and branch personnel to gather supporting documentation.
Determine ATM claim validity based on company policies, contractual agreements, and regulatory requirements.
Process ATM claim approvals, denials, reimbursements, and recoveries accurately and within established service-level agreements (SLAs).

Branch Inventory Monitoring and Escalation

Monitor daily branch inventory audit reports to ensure accurate inventory counts and escalate unexpected differences.
Escalate undocumented variances according to the security escalation policy.
Coordinate with the branch operations team to gather supporting documentation.
Present findings to branch and executive leadership for approval.

Reporting, Compliance, and Audit Support

Maintain detailed records of investigations and claim outcomes.
Identify trends and recurring issues that may indicate operational weaknesses, fraud, or equipment problems.
Prepare reports on claim volume, financial exposure, recovery rates, and root-cause analysis.
Ensure compliance with company policies, banking regulations, and audit requirements.
Assist with internal and external audits related to cash operations.
Perform other duties as assigned.

Qualifications:

Associate's or Bachelor's degree in Finance, Business, Criminal Justice, Accounting, or a related field (preferred).
2–5 years of experience in ATM operations, cash logistics, banking, armored transportation, or claims processing.
Strong analytical and investigative skills.
Excellent attention to detail and problem-solving abilities.
Proficiency in Microsoft Excel and other Microsoft Office applications.
Experience with ATM monitoring systems, claims management software, or cash reconciliation systems is preferred.
Strong written and verbal communication skills.

Physical Requirements:

Sitting for prolonged periods
Moving about to accomplish tasks
Reaching overhead, and at or below shoulder level
Repeating motions, which includes the wrist, hands, and/or fingers
Near and far visual acuity
Use of stairs
Communicating with others to exchange information

Empyreal Logistics Culture:

Acts in a manner that portrays Empyreal's vision, values, and WOW culture.
Establishes respect for everyone, fosters an environment that builds and sustains productive relationships.
Addresses conflict respectfully and constructively.
Works in partnership within and across workgroups.
Represents Empyreal as a transportation and customer service professional.
Places value not only on what work gets done, but also how it gets done.

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