Fraud Analytics and Innovation Senior Analyst (IVR/Contact Center Authentication Strategy)

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:

Fraud Strategic Enablement team is dedicated to developing the strategic vision, policy and roadmap to support Fraud Prevention & Detection at Bank of America.  We are developing next-generation capabilities to mitigate emerging threats and enable an amazing client experience. We are looking for an innovative, strategic thought leader to join our team in ensuring client success through client protection.

This role will be critical to drive and support the Business Strategy support for transformation initiatives. This is a key strategic role and will be in the heart of the company's fraud and IVR & Contact Center authentication transformation agenda.  This analyst will be accountable for supporting the development and execution of the fraud program strategy and strategic roadmap.  They will also play the central role in bringing that vision to life, identifying improvement opportunities, and developing the ongoing monitoring and oversight of authentication performance.

Responsibilities:

• Recommends ways to help the business achieve desired outcomes and make informed business decisions using data analysis outputs

• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance

• Leads coordination of the production of product performance reports and updates for senior management

• Partner across organizational lines to support the development, alignment, planning and execution of fraud strategy and strategic roadmap

• Evaluate fraud marketplace innovation, insights from data & analytics, industry forums, and business partners to identify and drive new ideas on improving customer experience, operational efficiency & readiness, and reducing fraud risk

• Support development of compelling vision and data driven business cases for transformation initiatives

• Support efforts to prioritize investments in strategic fraud capabilities

• Participate in cross-functional teams to solve complex, high impact business problems

• Support the execution and delivery of strategic initiatives is aligned to our Fraud Strategic Enablement product strategy

• Review and advise on proposed policy and process changes (in line with broader enterprise and channel governance processes)

• Support the management of the integrated scorecard to monitor performance and stability of the program and capabilities. Analyze performance to identify and address emerging trends

• Creates an inclusive and healthy working environment, ensuring engagements on strategic initiatives is robust, active, and relevant

• Supports fraud risk and impact assessment of new products, initiatives, and functionality

• Support design of end-to-end fraud defense/controls for new consumer and small business banking products

Required Qualifications:

• 2+ years of Program/Project/ Issue Management, Strategy or other related experience.

• Proven track record of b