Business Control Specialist (Retail Contact Center)

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:

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.

The Business Control Specialist supports strong governance, risk management, and control practices across the organization. This role monitors business activities to ensure compliance with internal policies and regulatory standards and provides support for audit-related activities. Responsibilities include performing call evaluations, conducting research, perform case management, analyzing risk, and supporting the identification and remediation of control gaps to enhance operational effectiveness.

The specialist works in a high-volume, fast-paced environment and is expected to meet established turnaround times, productivity goals, and accuracy standards. This role requires the ability to work independently, manage multiple priorities, and proactively identify and escalate risks or issues.

Responsibilities:

Business Controls & Risk Management

• Support remediation efforts for identified control gaps, emerging risks, and process deficiencies

• Monitor and analyze trends to support proactive risk mitigation

• Contribute to the continuous improvement of control frameworks and documentation

Audit Support & Issue Management

• Research defects and support internal and external audit remediation activities

• Track audit findings, issues, and action plans to ensure timely resolution

• Collaborate with teammates and business partners to validate remediation and sustain control improvements

Call Evaluations & Quality Reviews

• Conduct call evaluations to assess compliance, quality standards, and risk exposure

• Document findings and provide clear, constructive feedback

• Identify systemic issues or trends impacting risk, compliance, or performance

Research & Analysis

• Perform research to support audit responses, risk assessments, and control reviews

• Analyze data and reports to identify patterns, exceptions, and control weaknesses

• Prepare summaries, dashboards, and management reporting on key risks and findings

Required Qualifications:

• 2+ years of experience supporting Retail Consumer/Preferred Card and Deposit products in a contact center environment

• Strong attention to detail with effective problem-solving and decision-making skills

• Effective listening, comprehension, and communication skills

• Ability to manage workload independently while meeting strict time adherence and volume requirements

• Strong organizational skills with the ability to multitask and prioritize competing demands

• Proficiency in PC applications, including Microsoft Word, Excel, PowerPoint, and web browsers

• Ability to work effectively both independently and in a team environment

• Comfortable receiving ongoing performance feedback and coaching

Desired Qualifications:

• One or more years of experience in a client service role

• Willingness to support teammates and contribute to overall business objectives

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

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 - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$27.65 - $37.82 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

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.