Client Experience Deposit Product Specialist

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: 
Gather market information & perform product analyses on assigned products, manage product profitability & monitor financial performance. Assists with development, execution, and tracking of product campaigns by collecting, analyzing, and reporting on data. Competencies required include market analysis/research focus, in-depth knowledge of products, & 1-3 years related experience.

Deposit Product's Client Experience Team is seeking a Product Specialist to partner with our Product Managers to assist with identifying themes, root cause and opportunities to improve client experience as a result of complaints and feedback provided by Deposit clients.

Must have a history of successfully partnering across LOB partners/teams to understand how the client experience and process intersects from end to end.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities:

• Be proficient with data mining and providing internal clients thematic analysis and deep dive insights
• Work directly with product owners, Enterprise Area of Coverage (EAC), Analytics and Deposit Product teammates to perform monthly complaint reviews and thematic analysis.
• Execute routine deliverables including Theme analysis, stakeholder material routines and communications, and monthly deep-dives. 
• Effectively translate complaint data into a story with recommendations.
• Work on ad hoc projects such as Working Groups, MRAs, OCC Exams, and regulatory responses.
• Build recommendations to support product strategy and initiatives

Required Qualifications: 

• Strong Excel skills- ability to create pivot tables and charts to effectively tell the story
• Experience with PowerPoint and building out high level presentations for business partners and leadership
• Ability to effectively 'Tell the Story' both verbally and in writing
• Ability to look at data and processes and discover/implement opportunities to improve
• Detail oriented; able to promote change
• Ability to handle ambiguity, be flexible and adapt to changing circumstances
• Positively motivates others and successfully builds relationships
• Collaborative, able to bring teams together and direct work to achieve goals
• Risk awareness, including Operational, Compliance, and Reputational Risk
• Analytical and problem-solving skills

Desired Qualifications:

• Knowledge around Savings, CD, IRA and Balance Assist Products
• Experience in Bank of America Voices and/or client Complaints
• Experience in Tableau and Strategy cubes for complaint reporting and analysis

Skills: 

• Attention to Detail
• Collaboration
• Oral Communications
• Problem Solving
• Process Management
• Business Analytics
• Continuous Improvement
• Product Management
• Quality Assurance
• Written Communications
• Critical Thinking
• Influence
• Reporting
• Strategic Thinking

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MA - Boston - 175 Federal St - FEDERAL STREET BC (MA5102), US - NY - New York Avenue Of The Americas - Grace (NY1544)Pay and benefits informationPay range$78, $89,900.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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