At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. Were devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

Provide administrative or logistical support within an internal control environment. Responsible for assisting in the execution of the Operational Risk Program for the Line of Business. Assist team in gathering and organizing data that will help track, report and manage internal control gap issues and mitigation plans. Acts as an ambassador of the risk culture.

Responsibilities include:

• Engage with Front Line Unit to resolve logged complaints regarding the Home Lending process.
• Monitor actions taken by Home Loans Front Line Unit employees and leaders towards complaint resolution to ensure Enterprise standards are achieved.
• Document agreed resolutions of logged client complaints within the Enterprise SOR. (CTR)
• Ensure proper engagement by Leadership to potential Regulatory related concerns expressed by clients.
• Provide feedback and trends on Complaint types, FLU actions and Complaint Resolution
• Navigate and use various internal systems to research, review, update and confirm client contact ( IFulfill, Nice, DM Portal, ACAPS, Voices, CTR, Outlook)
• Incumbents typically have up to 2 years of risk management and/or LOB/ECF experience.

• Responsibilities may be expanded to auxiliary functions such as Voices Monitoring, Escalation Mailbox administrations etc. to perform similar monitoring and oversight.

Required Skills:

• 3 Home Loans Experience/Consumer Lending
• Strong communication skills (written and verbal)
• Proficient in Microsoft Office Applications ( Word, Excel)
• Knowledge of IFulfill, DM Portal and ACAPS.
• Excellent critical thinking skills
• Focus on quality, client experience and complaint resolution
• Ability to effectively collaborate with others in different locations

Desired Skills:

• 3 Years of Quality Experience
• Voices, and Complaint Tracking and Resolution system
• Provide analytical, administrative support within an internal control environment. Responsible for assisting in the execution of the Operational Risk Program for the Line of Business. Assist team in gathering and organizing data that will help track, report and manage internal control gap issues and mitigation plans. Acts as an ambassador of the risk culture. Incumbents typically have up to 2 years of risk management and/or LOB/ECF experience.

Skills:

Controls Management

Issue Management

Monitoring, Surveillance, and Testing

Risk Management

Quality Assurance

Analytical Thinking

Attention to Detail

Critical Thinking

Problem Solving

Written Communications

Recording/Organizing Information

Decision Making

Innovative Thinking

Prioritization

Research

Minimum Education Requirement:

• High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: