Policy Strategist – Client Protection Production Support

Job Description:

Enterprise Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for working closely with stakeholders across the organization to identify and drive transformational process improvements which will maximize operational efficiency, reduce losses, and improve the customer experience. Key responsibilities include managing change, risk, and operational readiness for operations functions per Business and Enterprise Change Management policies. Job expectations include owning and maintaining content used by operations, including procedures and letters, and ensuring materials adhere to standards and policies.

This role provides Production Support for the Claims Research Resolution (CRR) Operations Teams for all Billing Disputes and Fraud Claims. Candidate will work closely with the claims line of business managers, the Pega application development team, and technology partners to identify, troubleshoot, and resolve systems issues. Production support and management activities encompass, but are not limited to, application monitoring, addressing user inquiries, handling production incidents, and troubleshooting application performance issues.

Responsibilities:

• Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques such as Six Sigma

• Leads Universal Change Risk Assessment (UCRA) development and related work groups and takes into account the UCRA policy when documenting relevant projects

• Understands and quantifies risks associated with new or proposed processor procedural changes, products, and programs

• Owns, develops, reviews, and maintains content for supported operations functions, including procedures, letters, and process maps

• Hands-on experience supporting client applications with close interaction with business users and the application team, preferably in Claims. This requires strong ownership and accountability, as well as the ability to work independently, as a team, and with partners.

• Work with partners to resolve production “down” situations under tight SLA deadlines. This is a fast-paced environment which requires critical thinking, flexibility, adaptability, and the ability to quickly respond to changing priorities.

• Prepare and deliver presentations to leadership and LRC (Legal, Risk, and Compliance) stakeholders.

• Conduct root cause analysis and identifying process or system issues

• Maintain records and files in compliance with bank retention policies.

• Active participation and contribution during Incident Reviews utilizing a Customer centric approach and looking at the end-to-end process.

Skills:

• Business Process Analysis

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Simplification

• Technical Documentation

• Collaboration

• Customer Experience Improvement

• Influence

• Innovative Thinking

• Presentation Skills

• Attention to Detail

• Business Case Analysis

• Consulting

• Problem Solving

• Process Mapping

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

This position is not eligible for sponsorship.

Required Qualifications:

• 2 years minimum Billing Dispute and/or Fraud Claims line of business experience.

• Excellent written and verbal communication skills, with the ability to communicate with senior stakeholders clearly, concisely, and persuasively.

• Strong independent problem-solving skills, utilizing critical and analytical thinking to address complex issues.

• Attention to detail.

• Able to interact effectively with all levels of leadership.

• Intellectual curiosity and strong urge to figure out the “whys” of a problem and come up with solutions.

• Strong organizational skills to ensure team deadlines are met.

Desired Qualifications:

• Strong demonstrated knowledge of regulations (Reg. E, Reg. Z, NACHA).

• Claims System experience: EPIC, ENG, BASS, MSS, Blast, Visa, Visa PAS, Mastercard, TSYS, Lexis Nexis, GCA Content Navigator. 

• Proficiency with running and/or writing SQL queries for data retrieval and analysis.

• Experience with Microsoft Excel and PowerPoint.

• Expertise in business analytics, data mining, and identifying trends.  

• Experience in project management, analytics, or production support.

Shift:

Hours Per Week: