Bank of America is looking to solve issues related to product lines or functions by identifying and analyzing problems, and developing and implementing process improvements. They also need to ensure quality service and efficient operations support for their internal business partners and external clients, while adhering to regulatory requirements and economic sanctions compliance practices.
Requirements
- Interpret Relevant Laws, Rules, and Regulations
- Research Analysis
- Data Collection and Entry
- Data Quality Management
- Analytical Thinking
- Critical Thinking
- Problem Solving
Responsibilities
- Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development
- Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues
- Provides quality assurance review and testing on operating key controls
- Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency
- Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients
- Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry
- Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer
Other
- Minimum of 1 year customer service experience in call center environment in the Banking/Financial industry handling
- Ability to tactfully handle customer concerns
- Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed
- Excellent verbal and interpersonal communication skills
- Bi-lingual Spanish
