Sr Business Control Specialist Corporate Complaint

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!

Enterprise Job Description:

The Corporate Complaint -  Sr Business Control Specialist  will provide immediate end-to-end resolution of high-priority corporate and regulatory complaints. This individual will own the client contact until resolution, provide updates to appropriate stakeholders, and be responsible for producing a detailed post-mortem report once breakdown areas have been identified. The role requires comfort navigating a complex organization and developing relationships necessary to achieve client resolution.  A major component of the role involves identifying improvement opportunities and actionable projects that correlate directly with the detailed gap analysis and post-mortem report. The ideal candidate will possess a strong focus on meeting client needs and consistently exceeding expectations.

Responsibilities:

• Identify emerging risk items and align appropriate owners to mitigate them as part of the post-mortem summary.
• Provide support and guidance to CI Business Partners.
• Uncover process improvement opportunities within the complaints process.
• Participate in off-hours coverage rotation (nights, weekends, holidays).
• Conduct and coordinate quality inspection reviews to enhance performance and control effectiveness.
• Execute control activities, manage complaint cases from intake to resolution, and deliver clear, actionable reporting on outcomes.
• Support governance activities for dashboard reporting.

Required Qualifications:

• Experience with Consumer Investments (Merrill Edge).
• Understanding of brokerage business and products.
• Strong written and verbal communication skills.
• Professional presence and ability to interact with various levels of the organization.
• Strong analytical skills for root cause analysis and issue summarization.
• Problem-solving and follow-up skills with ability to escalate and resolve issues.
• Self-starter who works independently with minimal oversight.
• Strong interpersonal skills and ability to collaborate across teams.
• Superior customer service skills, including handling difficult conversations with frustrated clients.
• Strong organizational skills with ability to manage multiple priorities and meet deadlines.
• Flexibility to shift priorities on short notice.
• Sense of urgency and ability to influence others through effective negotiation.

Desired Qualifications:

• Understanding of Consumer Investments clients and business.
• Prior experience in client-facing roles.
• Previous leadership experience.
• Experience in writing and documentation.
• Operational experience is a plus.
• Series 7/66 preferred.

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MA - Boston - 285 Huntington Ave - HUNTINGTON AVENUE BC (MA5141), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

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