Operations Support Lead III - Fraud Referral

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 supporting the business in meeting operational goals by performing a wide array of functions and assisting managers to ensure employees are ready to serve clients. Key responsibilities include creating, analyzing, and automating business reporting to identify risks and trends, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong working knowledge of the business unit’s operations and keen risk management focus.

Responsibilities:

• 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

• Assist with managing associate scorecards and case workflow

• Assisting leaders with complex escalations

• Assisting with projects/procedures updates including supporting a major project implementation.

• Selected candidates will provide support to Fraud Referrals as a function and manager support.

• Time management and Time Application Support (Armadillo, IEX, WFM)

• Training / upskilling / continued education creation and delivery

• Procedure creation, update and delivery

• Risk Issues Identified, addressed, and brought to resolution

• Volume control by way reporting, monitoring, and case assignment

• Case reviews and feedback

• Escalation monitoring and Exception Handling

• Support to Employee Engagement efforts and address employee satisfaction considerations

Required Qualifications:

• 2+ years current Fraud, Lending or Project Management experience

• 3+ years of fraud/At Risk Persons experience and/or 2+ years of analytical experience (Payment card /Retail Bank background preferred)

• Strong quantitative, critical thinking, and analytical skills

• Ability to communicate and interact with a high degree of professionalism with executive level personnel across the business

• Ability to work independently as well as part of a virtual team

• Innovative mindset with the ability to challenge the status quo

• Ability to proactively identify, analyze, and improve upon existing processes for optimization and to meet deadlines

• Experience conducting investigations involving financial crimes, fraud, or the financial industry and/or financial institution operations and products experience.

• Exceptional communication skills; exhibits confidence and clarity of message through both written and verbal correspondence. 

• Ability to prioritize work, effective time management, initiative, and thoroughness.

• Self-starter capable of analyzing and reporting independently

• Proficient in Microsoft suite and other financial industry related software   

• Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting

• Strong organizational and time management skill set   

Desired Qualifications:

• Project Management

• Audit experience

• Critical/innovative thinker, to support management deliverables designed to set strategy and determine areas of opportunity within policy and procedures

Skills:

• Access and Identity Management

• Critical Thinking

• Problem Solving

• Research

• Technical Troubleshooting

• Adaptability

• Attention to Detail

• Business Operations Management

• Influence

• Prioritization

• Administrative Services

• Business Acumen

• Planning

• Reporting

• Written Communications

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