Claims Analyst

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.