Compliance Operations Analyst
7 days ago
About Us:
At Bank of America, we strive to be a leader in the financial industry by providing exceptional customer service and promoting a culture of integrity and responsibility. Our goal is to make a positive impact on the lives of our customers, employees, and communities.
Job Summary:
This role 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. The ideal candidate will have a strong understanding of regulatory requirements and economic sanctions compliance practices, as well as excellent analytical and problem-solving skills.
Key Responsibilities:
- Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and 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
Requirements:
- 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
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
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