Bank of America

Operations Support Lead

Bank of America

full-time

Posted on:

Location Type: Hybrid

Location: Phoenix • Arizona • California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
  • Remediates complex system issues escalated by Business Support Lead II's
  • Designs and maintains SharePoint, creating workflows to simplify processes
  • Assists operations with performance analysis to address outliers
  • Partners with technology and platform engineering to test system impacts of planned updates
  • Responsibilities include but are not limited to: Entering time adjustments into IEX/MOC Pipeline/queue management, assigning cases
  • Review pending actions to ensure timely resolution
  • Coordinate employee engagement events
  • Call listening
  • Reviewing and mediating complaint submissions
  • Quality defect coaching
  • Onboarding new hires
  • Collaborating on procedure updates, training materials, and communications
  • Support implementation of operational excellence
  • Review and approve account closure requests
  • Handle call/case escalations
  • Manage system access requests

Requirements

  • 1+ years of current Client Protection At-Risk Persons Investigations experience
  • Possess strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
  • Multi-task, including researching information through multiple systems, to make judgmental decisions based on the data reviewed.
  • Demonstrate a strong sense of urgency and can work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience
  • Manage time and capacity
  • Ability to learn and adapt to new information
  • Handle case & call escalations, including complaint management as applicable
  • Adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities; and comfortable working with ambiguity.
  • Maintain risk focus, sound judgment, and ability to make meaningful decisions.
  • Exhibit critical thinking, high energy, and intellectual curiosity.
  • Ability to maintain absolute discretion and confidentiality as applicable
  • Organized with the ability to meet deadlines and handle multiple priorities with a sense of urgency.
  • Demonstrate excellent interpersonal, leadership and oral/written communication skills.
  • Ability to work both independently and in a team environment with a focus on high quality execution.
Benefits
  • Helping employees transition during workforce reductions
  • Opportunities for learning and growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SharePointworkflow designperformance analysisIEXMOC Pipelinecase managementcall listeningcomplaint managementquality defect coachingonboarding
Soft Skills
analytical skillsorganizational skillsproblem-solvingtime managementadaptabilitycritical thinkinginterpersonal skillsleadership skillscommunication skillsdiscretion