Financial Center Operations Support Team - Customer Segment Consultant I

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 leading the design, analysis, execution, and sustainment of strategic initiatives that support enterprise goals within a business segment. Key responsibilities include analyzing processes to identify improvements, coordinating project tasks, managing risks, and partnering with product, channel, and operations teams for integrated execution. Job expectations include building business cases, maintaining stakeholder relationships, supporting change management, and creating documentation to ensure transparency and long-term success.

Customer Segment Consultants are responsible for the day-to-day analysis, research and review of client remediation initiatives / complaints, and are responsible for supporting the Financial Centers with complex account issues. Functions include problem resolution, research of escalated financial center operations issues, documentation to reduce risk by meeting process requirements, and partnership with various line of business leaders.

Responsibilities:

• •Leads the design, analysis, and implementation of strategic initiatives that align with enterprise goals within a business segment
• •Analyzes existing processes to identify opportunities for efficiency, effectiveness, and long-term sustainability
• •Coordinates project tasks across teams and manage risks to ensure timely and successful delivery of initiatives
• •Collaborates with product, channel, and operations teams to ensure integrated execution and alignment with business objectives
• •Builds business cases, maintain stakeholder relationships, support change management efforts, and create documentation to promote transparency and long-term success
• •Possess excellent communication skills with an emphasis on relationship building and influencing process design changes in a rapidly changing environment.
• •Responsible for the day-to-day resolution of operational tasks, including research. Participates in the design, development and implementation of complex processes, systems and services in an operations environment.
• •Own and remain accountable for specific project work, drive results, speak to their business as an expert and have a high visibility within their team as a leader. Major accountabilities are based on individual expertise and capabilities.
• •Function as the technical expert in their assigned area.
• •Have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers.

Required Qualifications:

• •5+ years of experience in banking or customer service
• •Excellent engagement skills with experience in client relationship handling
• •Advanced analytical and problem-solving skills
• •Strong organization, written and verbal communication skills
• •Ability to effectively balance multiple high priority activities concurrently
• •Build strong relationships and think critically about people, process and technology opportunities for future improvement
• •Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others
• •Advanced Skills – MS Office Suite: Excel, SharePoint, Word

Desired Qualifications:

• •Experience with client escalations or concerns
• •Strong interest in process improvement, cross-line of business partnerships, and managing risk
• •Bachelor's degree or comparable work experience preferred

Skills:

• •Active Listening
• •Attention to Detail
• •Collaboration
• •Critical Thinking
• •Written Communications
• •Decision Making
• •Influence
• •Oral Communications
• •Prioritization
• •Problem Solving
• •Adaptability
• •Customer and Client Focus
• •Data Management
• •Emotional Intelligence
• •Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40