Complaints Review and Analysis Business Controls Specialist

Job Description:

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 an 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.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
This role reviews complaints for potential violations of compliance and law. Reviews closed complaints that are related to compliance, legal, and/or regulatory concerns. Performs research and escalates complaints accordingly.

Responsibilities:

• Assesses the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards

• Provides administrative support for the monitoring and testing of controls by gathering and organizing data to identify issues and control improvements for remediation

• Complies with controls and Quality Assurance (QA) practices to support business continuity efforts

• Conducts and coordinates quality inspection reviews to enhance employee performance and control effectiveness

• Performs QA activities including executing on controls, managing cases, and reporting results

• Supports initiatives by identifying potential procedural updates, test script updates, and data discrepancies to enhance QA program success

• Supports operational research required for regulatory exams, internal audits, and other monitoring and inspection reviews and captures data and information relevant to inspection metrics to support governance activities for dashboard reporting

Required Qualifications:

• 1 year minimum in a customer service/operations environment

• Knowledge of Consumer Contact Center or Financial Center 

• Basic knowledge of: Bank of America Systems/Applications (Synergy and/or Interact, NICE, CTR, Salesforce, Bolt, Shared Drives), Commit, Excel, Outlook

• Ability to analyze written content for issues, concerns, remediation, or further research

• Ability to identify and evaluate potential risks. Role requires extensive research skills utilizing multiple applications and systems in order to research case details and properly determine outcome of allegation.

• Self-motivated and strong ability to work autonomously; Ability to grasp new concepts in short timeframes

• Must be able to adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities; and comfortable working with ambiguity.

• Prioritizes multiple research tasks and responsibilities in a fast-paced environment. Must meet monthly production and quality requirements.

• Create well-written detailed summaries regarding case research, findings, and analysis.

• Maintains strict discretion and confidentiality.

• Monitor complaints throughout process to ensure resolution and remediation.

• Performs other related work as assigned.

Desired Qualifications:

• Working knowledge of Word, PowerPoint, and SharePoint

• Card or Retail Deposits experience and/or Preferred Card or Deposits

• 2-4 years of operations experience

• 1-3 years of Consumer experience

• Prior banking experience

• Small Business and/or Billing Disputes experience

• Bachelor’s Degree

• Ability to analyze data

Skills:

• Controls Management

• Issue Management

• Monitoring, Surveillance, and Testing

• Quality Assurance

• Risk Management

• Analytical Thinking

• Attention to Detail

• Critical Thinking

• Problem Solving

• Written Communications

• Decision Making

• Innovative Thinking

• Prioritization

• Recording/Organizing Information

• Research

Enterprise Description:

This job is responsible for executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF by gathering and organizing data to help identify, track, and report issues and control improvements for remediation.

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the Workplace Excellence policy.

Shift:

Hours Per Week: