Consumer Investments - Complaints Experience Analyst

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 driving and 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 monitoring and testing controls and implementing quality assurance and quality control processes within the LOB or ECF by evaluating data to help identify, track, and report issues and control improvements for remediation.

The Complaints Experience Analyst is responsible for performing complex analysis and modeling to identify, socialize and remediate complaints process opportunities. The role's primary objective will be to conduct reviews and analysis of customer complaints with a focus on identification of gaps, issues and areas of opportunity for ongoing process risk mitigation within the business.

The Complaints Experience Analyst will analyze key metrics and design/drive remediation when out-of-tolerance results are identified.

Additional responsibilities may include:

• Develop and maintain innovative reports, dashboards, and scorecards
• Collecting, analyzing and reporting out on complaints control metrics
• Analyzing data through the use of advanced MS Excel functions
• Performs complex analysis of financial models, market data, financial data, and complaint trends to understand operational performance to reduce risk
• Candidate will be responsible for interacting with senior management on a regular basis and will be expected to produce analysis and presentations
• Leads coordination in producing performance reports and updates for senior management
• Recommends ways to help the business achieve desired outcomes and make informed business decisions using data analysis outputs
• Work collaboratively in a cross-functional team

More specifically, this role will require the candidate to:

• Support the execution of the Preferred Complaints organization's strategic vision and articulate it across to stakeholders across the business.
• Drive execution of key strategic initiatives and cross team initiatives (i.e. process efficiency and risk mitigation opportunities)
• Track and monitor performance metrics for team and organizational opportunities

Responsibilities:

• Oversees the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Supports the monitoring and testing of controls by evaluating data to identify issues and control improvements for remediation
• Implements optimized controls and enhanced 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
• Executes initiatives by identifying areas of potential testing automation, procedural updates, thematic trends, test script updates, and coaching opportunities to enhance QA program success
• Supports the overall management of and research required for regulatory exams, internal audits, and other monitoring and inspection reviews and evaluates data and information relevant to inspection metrics to support governance activities for dashboard reporting

Required Qualifications:

• Understanding of Preferred (Consumer Investments and Financial Center) clients
• Demonstrates leadership, leading through change and process improvements to deliver results
• Superior MS Excel and PowerPoint skills with ability to tell story on paper at executive level
• Demonstrated ability to track and drive execution on priorities, including driving accountability across lines of business and peer group
• Self-starter able to work independently, with minimal oversight and guidance
• Strong organization skills, including the ability to manage multiple responsibilities, prioritize and meet deadlines
• Strong communication/presentation skills
• Comfort in challenging the status quo to identify opportunities that will develop and refine our policies and procedures, working closely with the business, operations, and policy partners
• Ability to perform rigorous statistical analysis to identify trends and outlier metrics
• Ability to influence others with effective negotiating skill

Desired Qualifications:

• Previous management and/or audit experience
• Business Controls or Data Analyst experience a plus

Additional 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

Shift:
1st shift (United States of America)

Hours Per Week:
40