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Operations Control Analyst - Bilingual (Spanish) - Global Operations

Chandler, Arizona

Job Description:

ABOUT US:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

JOB DESCRIPTION:

This job is responsible for conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

This is a bilingual call center role within Consumer Anti-Money Laundering (AML) Operations in the Know Your Customer (KYC) Call Center.

RESPONSIBILITIES:

• Delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand problem-resolution skills in a call center environment.

• Exceeds monthly efficiency objectives and maintains high call quality standards.

• 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.

• Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience.

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

REQUIRED QUALIFICATIONS:

• Minimum of 1 year customer service experience in call center environment, preferably in the Banking/Financial industry

• 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

• Bilingual Spanish

SKILLS:

• Data Collection and Entry

• Data Quality Management

• Adaptability

• Analytical Thinking

• Critical Thinking

• Interpret Relevant Laws, Rules, and Regulations

• Research Analysis

• Collaboration

• Decision Making

• Problem Solving

• Quality Assurance

• Customer and Client Focus

• Innovative Thinking

• Oral Communications

• Prioritization

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.