Operations Support Lead II - Fraud Servicing - 2nd Shift

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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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 in ensuring employees readiness. Key responsibilities may include creating and automating business reporting, 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 knowledge of operations and keen attention to detail. Key stakeholders include team and site leaders, on-site support, platform and change managers.

Responsibilities:

• •Provide employees with the tools needed to assist clients (may include equipment, system access, skilling, etc.)
  •Remediate system issues
  •Reporting and analysis to identify risks and trend
  •Assist with process and procedure updates in line with business changes
  •Expense management through device recovery, equipment management and virtual assistant reinforcement
  •Partner with operations leaders on site support including desk assignments, move assistance, desk audits and equipment provisioning
  •Record retention execution

Additional Position Description and Responsibilities:

The ATM/Debit Billing Disputes team is part of the Consumer and Small Business organization. The primary focus of our team is to assist our customers with filing ATM/Debit billing disputes. Our business partners include the Financial Centers, and other front-line or otherwise call centers within the Bank.  Key priorities for our team are servicing the customer at a better than 80% customer delight score while ensuring that the Bank is protected from undue risk.

The teammate in this role is responsible for working with our procedures partners and our associates on procedural updates. Working with our Learning partners, site leadership and associates to ensure that training is adequate and understood.  Assist with training new-hires as well as returnees from LOA and various projects to support the LOB. As part of the responsibilities of the role, the teammate will develop business partner relationships with the Procedures team, Learning team and Quality team.

Required Skills and Experience:

• Current experience within Fraud Client Services
• A minimum of 1 year banking experience
• Experience working with procedures
• Proficient with Microsoft Office  (PowerPoint and Excel)
• Great attention to detail
• Excellent analytical Skills
• Strong organizational and time management skills
• Strong interpersonal and communication skills
• Self-Starter
• Confidentiality
• Manages and deals well with change

Desired Skills and Experience:

• Project management experience
• Proficiency with Lean/Synergy, Visa, MasterCard & CCMS
• Call center experience
• Ability to coach at all levels
• Strong presentation skills

Work hours will be Monday-Friday, 3:30pm -12:00pm (with ability to work some weekends as needed).

For Internal Employees; Participation in a work from home posture does not make you ineligible to post

Shift:

Hours Per Week: