Operations Control Analyst - Client Experience Resolution Team

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

  Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

  At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

  Job Profile Summary:

  Conducts routine analysis, research and investigations in diversified compliance operations directed by internal bank policies and required adherence to regulatory and compliance requirements which can involve high $ penalties and fines for non-compliance. Under close supervision from the analysts manager, executes against regulatory, BSA/anti-money laundering, and economic sanctions compliance practices relevant to the analyst's specific area of responsibility. Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients. May identify issues and make recommendations to minimize exposure or loss. May interpret and analyze information gathered from numerous applications and third party sources and identify "red flags" that prompt further inquiry. May recommend process improvements, formulate and recommend action response to mitigate risk and resolve inquires and escalations. May provide quality assurance review and testing on operating key controls. May participate in special projects that represent significant risk exposure and/or are highly visible. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Ability to communicate across and up the organization. Must be able to work independently and is not afraid to make a decision and act on it. Bachelor degree or equivalent preferred.

  Job Description:

  This job is responsible for conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

  The Client Experience Resolution Analyst will support the end to end handling of Consumer AML  generated complaints, escalations, Voices Alerts, analysis of complaint root causes, act as a SME for projects and assignments, communicate potential coaching opportunities and process gaps. The Analyst will primarily handle calls that are generated and transferred by the Know Your Customer Contact Center, but will also manage complaint, escalation and Voices Close the Loop Alert case assignments that are sent through multiple sources, handling them within SLA's. During the course of working on their assigned casework, the Analyst will conduct peer and business partner consultations, deep research, customer outreach, and ultimately provide resolutions for complex and highly visible customer complaints and escalations. The Analyst will also create detailed documentation for case history and reporting, which will be completed throughout the assignment.

  Responsibilities:

  • Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

  • Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

  • Provides quality assurance review and testing on operating key controls

  • Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

  • Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

  • Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

  Required Skills

  • 2 years' resolving complaints and/or escalations, or a role relevant to Know Your Customer and Anti-Money Laundering - Specialty and Mainstream processes.

  • Demonstrated scores/performance that meet/exceeds established goals

  • Detail oriented

  • Professional written and oral communication

  • Ability to multi-task as business needs dictate

  • Ability to demonstrate critical thinking

  • Capable of working independently and in a team environment

  • Strong ownership and accountability skills

  • Ability to adhere to strict deadlines and cut off times

  • Time management skills

  • Willingness to be flexible with schedule as business needs dictate

  • Previous experience with NICE, Voices (Medallia), Complaint Tracking and Resolution Platform (CTR), IQS, Boss, Interact and SharePoint
     

  Desired Skills:

  • Knowledge of Know Your Customer and Anti-Money Laundering processes – Specialty and Mainstream processes

  • Experience in Financial Centers/working with Financial Centers, credit card, working knowledge of NICE, and working knowledge of the Complaint Tracking and Resolution platform (CTR)

  • Knowledge of KYC and AML processes – CIP/CDD, NGO, SPF, MSB, GACT, HRR and OFAC

  Skills:

  • Adaptability

  • Analytical Thinking

  • Critical Thinking

  • Data Collection and Entry

  • Data Quality Management

  • Collaboration

  • Decision Making

  • Interpret Relevant Laws, Rules, and Regulations

  • Problem Solving

  • Research Analysis

  • Customer and Client Focus

  • Innovative Thinking

  • Oral Communications

  • Prioritization

  • Quality Assurance

Shift:

Hours Per Week: