Complaints Research & Resolutions Executive

Bank of America

Complaints Research & Resolutions Executive at Bank of America ensuring effective resolution of complaints. Leading operational management and stakeholder collaboration in a senior leadership role.

Posted 7/7/2026full-timePennington • New Jersey, Rhode Island, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $168,300 - $252,800 per yearWebsite

About the role

Key responsibilities & impact

Maintain end-to-end accountability for complaints performance, including intake, research, resolution, quality, client outcomes, risk, and controls.
Ensure compliance with the enterprise complaints program, ensuring effective follow-up, timely closure, and performance against established service and quality metrics.
Drive strategic initiatives focused on improving complaint resolution effectiveness, operational efficiency, and client experience.
Identify emerging trends and root causes through complaint analysis and implement sustainable corrective actions.
Lead an organization of 110+ associates and leaders across a complex servicing and operations environment.
Oversee high-volume complaint processing and research activities, ensuring accuracy, timeliness, quality, and consistency.
Optimize workforce utilization, processes, and operating models to achieve performance and productivity objectives.
Establish performance expectations and accountability measures that drive operational excellence.
Directly manage key risk, regulatory, compliance, and reputational outcomes associated with the complaints function.
Ensure adherence to all regulatory requirements, enterprise policies, and governance standards.
Implement and maintain effective controls, monitoring routines, and quality assurance practices.

Requirements

What you’ll need

4+ years of progressive leadership experience in operations, complaints management, customer service, financial services, or a related field.
Proven experience leading teams and managing through multiple layers of leadership.
Strong understanding of risk management, regulatory requirements, governance, and control environments.
Demonstrated success leading operational transformation, process improvement, and strategic initiatives.
Exceptional analytical, problem-solving, and decision-making capabilities.
Outstanding communication, executive presence, and stakeholder management skills.
Proven ability to influence across functions and drive results in a highly regulated environment.

Benefits

Comp & perks

health insurance
retirement plans
paid time off
flexible work arrangements
professional development
bonuses
stock options
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Complaint AnalysisQuality AssurancePerformance MetricsRegulatory ComplianceOperational Efficiency

Soft Skills

Analytical SkillsProblem-SolvingDecision-MakingCommunication SkillsExecutive Presence