Fraud Analytics and Innovation Senior Analyst (IVR/Contact Center Authentication Strategy)

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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

Job Description:

Fraud Strategic Enablement team is dedicated to developing the strategic vision, policy and roadmap to support Fraud Prevention & Detection at Bank of America.  We are developing next-generation capabilities to mitigate emerging threats and enable an amazing client experience. We are looking for an innovative, strategic thought leader to join our team in ensuring client success through client protection.

This role will be critical to drive and support the Business Strategy support for transformation initiatives. This is a key strategic role and will be in the heart of the company's fraud and IVR & Contact Center authentication transformation agenda.  This analyst will be accountable for supporting the development and execution of the fraud program strategy and strategic roadmap.  They will also play the central role in bringing that vision to life, identifying improvement opportunities, and developing the ongoing monitoring and oversight of authentication performance.

Responsibilities:

• Recommends ways to help the business achieve desired outcomes and make informed business decisions using data analysis outputs

• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance

• Leads coordination of the production of product performance reports and updates for senior management

• Partner across organizational lines to support the development, alignment, planning and execution of fraud strategy and strategic roadmap

• Evaluate fraud marketplace innovation, insights from data & analytics, industry forums, and business partners to identify and drive new ideas on improving customer experience, operational efficiency & readiness, and reducing fraud risk

• Support development of compelling vision and data driven business cases for transformation initiatives

• Support efforts to prioritize investments in strategic fraud capabilities

• Participate in cross-functional teams to solve complex, high impact business problems

• Support the execution and delivery of strategic initiatives is aligned to our Fraud Strategic Enablement product strategy

• Review and advise on proposed policy and process changes (in line with broader enterprise and channel governance processes)

• Support the management of the integrated scorecard to monitor performance and stability of the program and capabilities. Analyze performance to identify and address emerging trends

• Creates an inclusive and healthy working environment, ensuring engagements on strategic initiatives is robust, active, and relevant

• Supports fraud risk and impact assessment of new products, initiatives, and functionality

• Support design of end-to-end fraud defense/controls for new consumer and small business banking products

Required Qualifications:

• 2+ years of Program/Project/ Issue Management, Strategy or other related experience.

• Proven track record of being able to drive/deliver strategic projects from idea to execution

• Strong strategic thinking and problem-solving skills (ability to frame a complex problem, evaluate options, and develop a plan to address)

• Ability to work across organizational lines to drive results

• Ability to influence effectively at executive levels

• Developing policy and/or technology requirements for initiatives

• Strong PowerPoint and Excel

• Excellent communication skills

Desired Qualifications:

• 3-5 years related job experience

• Fraud, or other related risk fields experience

• Leading strategy or initiative development in a digital context (product development, etc.) experience

• Strategy development or consulting experience

• Financial/Banking experience

• BS/BA  

• SQL/SAS

Skills:

• Business Analytics

• Business Intelligence

• Data Quality Management

• Fraud Management

• Monitoring, Surveillance, and Testing

• Collaboration

• Data Visualization

• Oral Communications

• Problem Solving

• Written Communications

• Analytical Thinking

• Critical Thinking

• Data and Trend Analysis

• Innovative Thinking

• Research

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100)

Pay and benefits information

Pay range

$100,000.00 - $133,600.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.