Operations Support Lead III (Fraud Referral - Secured Products)

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

• Strong knowledge of Microsoft Office (Excel, Outlook, Word)

• 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

For internal employees; participation in a work from home posture does not make you ineligible to post.

Shift:

Hours Per Week: