Operations Support Lead II (CARE Regulatory Complaints)

Bank of America; Phoenix (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

Bank of America is hiring for a Compliance Operations role based in the United States. The position focuses on supporting operational goals, risk mitigation, and timely case resolution within CARE Regulatory Complaints.

You will monitor case progress, review client communications, and drive process improvements while partnering with leaders across functions. The role requires strong analytical, communication, and ownership skills, with the ability to multi-task in a dynamic environment.

Qualifications

• Minimum 2 years current experience in CARE Regulatory Complaints
• Working knowledge of CARE Regulatory Complaints policy and procedures
• Experience in regulatory complaints and escalations
• Customer centric approach to problem resolution
• Must work well in a team environment, as well as independently
• Strong ownership skills
• Must be flexible and adapt quickly to change
• Ability to multi-task and meet specific performance goals
• Proficient in Microsoft Office tools including but not limited to Powerpoint, Excel and Word
• Excellent written and oral communication skills
• Strong analytical skills and experience with data management, reporting
• Strong collaboration and partnering skills; ability to work across functions and partner

Responsibilities

• Provides operational support and oversight to ensure quality outcomes and timely resolution of cases and business activities.
• Conducts risk-based reviews to identify quality concerns, process gaps, and control weaknesses.
• Monitors case pipelines, escalations, and SLA adherence to mitigate delays and resolution barriers.
• Reviews client-facing communications for accuracy, quality, and compliance with established standards.
• Performs reporting and trend analysis to identify risks and recommend process improvements.
• Remediates operational and system issues while supporting sustainable corrective actions.
• Assists with process, procedure, and control updates in response to business and regulatory changes.
• Partners with business leaders and stakeholders to strengthen controls and improve operational effectiveness.
• Manages operational support activities, including access management, equipment provisioning, and records retention.
• Applies critical thinking and sound judgment to proactively identify and resolve risks.
• May be responsible for support functions such as system access, reporting, SharePoint maintenance, etc..

Skills

Critical Thinking

Attention to Detail

Problem Solving

Communication Skills

Teamwork/Collaboration

Analytical Skills

Data Management

Tools

PowerPoint

Excel

Word

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!

Job Description

This job is responsible for supporting the business in meeting operational goals by performing a wide array of functions and assisting managers in ensuring employees readiness. Key responsibilities include providing proactive operational oversight to support quality, risk mitigation, and timely case resolution. Monitors case progression, identifies process and control risks, conducts targeted risk reviews, and drives continuous improvement through data-driven analysis. Partners with stakeholders to ensure adherence to established controls, service level expectations, and business requirements.

Responsibilities

• Provides operational support and oversight to ensure quality outcomes and timely resolution of cases and business activities.
• Conducts risk-based reviews to identify quality concerns, process gaps, and control weaknesses.
• Monitors case pipelines, escalations, and SLA adherence to mitigate delays and resolution barriers.
• Reviews client-facing communications for accuracy, quality, and compliance with established standards.
• Performs reporting and trend analysis to identify risks and recommend process improvements.
• Remediates operational and system issues while supporting sustainable corrective actions.
• Assists with process, procedure, and control updates in response to business and regulatory changes.
• Partners with business leaders and stakeholders to strengthen controls and improve operational effectiveness.
• Manages operational support activities, including access management, equipment provisioning, and records retention.
• Applies critical thinking and sound judgment to proactively identify and resolve risks.
• May be responsible for support functions such as system access, reporting, SharePoint maintenance, etc..

Required Qualifications

• Minimum 2 years current experience in CARE Regualtory Complaints
• Working knowledge of CARE Regulatory Complaints policy and procedures
• Experience in regulatory complaints and escalations
• Must be self-motivated and a role model of Bank of America’s Values
• Customer centric approach to problem resolution
• Must work well in a team environment, as well as independently
• Strong ownership skills
• Must have a strong and positive work ethic and follow Bank of America’s Core Values
• Must be flexible and adapt quickly to change
• Ability to multi-task and meet specific performance goals
• Proficient in Microsoft Office tools including but not limited to Powerpoint, Excel and Word
• Excellent written and oral communication skills
• Strong analytical skills and experience with data management, reporting
• Strong collaboration and partnering skills; ability to work across functions and partner

Skills

• Critical Thinking
• Prioritization
• Problem Solving
• Research
• Technical Troubleshooting
• Administrative Services
• Attention to Detail
• Business Acumen
• Reporting
• Written Communications
• Access and Identity Management
• Adaptability
• Business Operations Management
• Influence
• Planning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift

1st shift (United States of America)

Hours Per Week

40