Business Control Specialist - Financial Center Operations Outreach

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 executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF by gathering and organizing data to help identify, track, and report issues and control improvements for remediation. The Operations Outreach Associate is responsible for outreaching to clients regarding Safe Deposit Box (SDB) related items and supporting Financial Centers (FC) during closures. This includes scheduling SDB appointments, reviewing documentation, and managing overall SDB process requests. The associate assists Financial Center staff and clients with daily SDB procedures to ensure operational readiness and deliver a positive client experience. This role also involves maintaining accurate records, providing clear and timely communication to both clients and Financial Center staff, and ensuring compliance with all relevant policies and regulations. The ideal candidate will demonstrate excellent organizational skills, attention to detail, and the ability to effectively manage multiple priorities. Additionally, they will be responsible for training and guiding Financial Center staff on SDB procedures and best practices, fostering a cooperative team environment.

Key Responsibilities:

• Proactively reach out to clients to address Safe Deposit Box-related matters.

• Schedule and manage SDB appointments for clients efficiently.

• Assist Financial Centers with closure processes by ensuring the SDB processes are followed accurately and efficiently.

• Review and ensure proper documentation for SDB processes.

• Support Financial Center staff with everyday SDB procedures to maintain operational readiness.

• Identify and escalate any issues in a timely and appropriate manner.

• Deliver high-quality support focusing on client needs, problem resolution, and service/product knowledge.

• Build strong relationships with clients and Financial Center staff to enhance the client experience.

• Work collaboratively in a team environment, sharing experiences and ideas for continuous improvement

Candidate must be flexible with Schedule/Shift

Responsibilities:

• Assesses the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Provides administrative support for the monitoring and testing of controls by gathering and organizing data to identify issues and control improvements for remediation
• Complies with controls and Quality Assurance (QA) practices to support business continuity efforts
• Conducts and coordinates quality inspection reviews to enhance employee performance and control effectiveness
• Performs QA activities including executing on controls, managing cases, and reporting results
• Supports initiatives by identifying potential procedural updates, test script updates, and data discrepancies to enhance QA program success
• Supports operational research required for regulatory exams, internal audits, and other monitoring and inspection reviews and captures data and information relevant to inspection metrics to support governance activities for dashboard reporting

Required Qualifications:

• Analytical, problem-solving, strong client service skills
• Ability to effectively juggle multiple high priority activities concurrently
• Build relationships and think critically about people, process and te