Operations Analyst - Global Investigations TFX Customer Service

Bank of America; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Bank of America is seeking an Operations Analyst to analyze day-to-day issues, perform routine analytics, and generate reports. This role involves handling 50+ calls daily, data interpretation, and supporting process improvements within the Global Operations unit.

The ideal candidate will have strong customer service experience, excellent communication skills, and proficiency with Excel. This position is based in the United States and requires a detail-oriented, organized approach with the

Qualifications

• Minimum 1 year experience handling calls.
• Typing and data entry experience.
• Client facing experience.
• Exceptional customer service experience.
• Highly organized with strong attention to detail.
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure.
• Excellent oral and written communication skills.
• Experience working independently and on teams.
• Experience with Microsoft Office Suite, especially Excel.
• Managing multiple priorities and multitasking.

Responsibilities

• Day-to-day analysis, research and resolution of varied problems.
• Assist with coordination of implementation for products, services, and operational solutions.
• Support design, documentation, implementation, and monitoring of new products and services.
• Provide guidance regarding procedural, technical, and operational changes.
• Expand business products knowledge within operations environment.
• Build networks by developing relationships with partners and teammates.
• Inspect data to identify issues and trends.
• Collect and interpret data to validate operational processes.

Skills

Call handling

Client facing

Data entry

Customer service

Time management

Attention to detail

Communication skills

Tools

MS Excel

Job description

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!

Line of Business:

The Global Operations group is a centralized operations team supporting all eight (8) lines of business across the enterprise. Global Operations provides operational support to our clients and business partners day to day in the processing and settling of transactions. By maintaining a sound and structured control environment, Global Operations minimizes financial, reputational, and operational risks from occurring during the settlement of cash and securities each day. The Global Payment Operations (GPO) organization delivers global wire repair and ACH (High/Low Value) payments for internal and external bank clients and supports end‑to‑end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Job Description:

This job is responsible for analyzing the day‑to‑day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Responsibilities include day‑to‑day analysis, research and resolution of varied problems including receiving 50+ calls per day.
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum 1 year experience receiving calls throughout the business day
• Typing and Data entry experience
• Client facing experience
• Exceptional Customer Service experience
• Highly organized with strong attention to detail
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Excellent oral and written communication skills
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

• Expert level Excel experience
• Financial industry experience
• Working knowledge of payment investigations systems
• Risk management & analytical thinking

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research Adaptability
• Business Analytics
• Critical Thinking
• Reporting Written Communications
• Data Management
• Policies, Procedures, and Guidelines
• Management Process Design
• Process Effectiveness
• Strategic Thinking

Shift: 1st shift (United States of America)

Hours Per Week: 40

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

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. We’re 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‑faced 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!

Partnering Locally

Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values

Learn about our four values that represent what we believe.

Pay Transparency

https://careers.bankofamerica.com/en-us/pay-transparency