Operations Support Lead II- Debit Billing Dispute Resolution Claims

Bank of America; Phoenix (AZ); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking an Operations Support Lead to enhance operational efficiency and support client interactions. In this dynamic role, you will be responsible for resolving complex problems, managing reporting, and ensuring that employees have the necessary tools for success. The company values a collaborative environment and is committed to employee growth and wellness. If you thrive in a fast-paced setting and are passionate about making a meaningful impact, this opportunity is perfect for you. Join a team that prioritizes innovation and excellence in service delivery.

Benefits

Industry-leading benefits

Paid time off

Employee wellness programs

Qualifications

• 1+ years in ATM/Debit/Fraud Claims resolution.
• Strong analytical skills for data management and reporting.
• Ability to work independently and in a team.

Responsibilities

• Provide tools for employees to assist clients effectively.
• Remediate system issues and manage reporting.
• Assist with process updates in line with business changes.

Skills

ATM / Debit / ACH / Prepaid Fraud Claims

Client Protection

Regulation E Knowledge

Customer Service

Microsoft Office Proficiency

Analytical Skills

Education

Bachelor's Degree or Equivalent

Tools

Microsoft PowerPoint

Microsoft Excel

Microsoft Word

Job description

Operations Support Lead II- Debit Billing Dispute Resolution Claims page is loaded

Operations Support Lead II- Debit Billing Dispute Resolution Claims

Apply locations Phoenix Lincoln time type Full time posted on Posted 2 Days Ago job requisition id 25019282

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:
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 may include creating and automating business reporting, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong knowledge of operations and keen attention to detail. Key stakeholders include team and site leaders, on-site support, platform and change managers.

Responsibilities:

• Provide employees with the tools needed to assist clients (may include equipment, system access, skilling, etc.)
• Remediate system issues
• Reporting and analysis to identify risks and trend
• Assist with process and procedure updates in line with business changes
• Expense management through device recovery, equipment management and virtual assistant reinforcement
• Partner with operations leaders on site support including desk assignments, move assistance, desk audits and equipment provisioning
• Record retention execution

LOB Specific Information:

Responsible for the day to day resolution of complex problems and the execution of complex transactions for the business unit, or units, including research. Coordinates the implementation of new products and or services, procedures, and systems and or hardware solutions for problems in the operations environment. Initiates projects and alternatives to improve operations efficiency. Ability to use Microsoft Office to support status reporting requirements. Should have thorough understanding of the business unit's operations processes and implications on other groups within the operations function. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Ability to communicate across and up the organization. Must be able to work independently and is not afraid to make a decision and act on it. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Individuals typically have 3-5 years of experience. May also be required to split time in Production. Bachelor degree or equivalent preferred.

For internal employees: participation in a work from home posture does not make you ineligible to post.

Required Skills:

• 1 year current experience in ATM / Debit / ACH / Prepaid Fraud or Billing Disputes Claims research and resolution of disputed transactions

• 1 year current experience in a Client Protection role

• Working knowledge of Regulation E

• 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

Desired Skills:

• Must have Debit BDR knowledge/ experience and a sound understanding of EPIC

• Experience with systems including FLASH/ VROL and Mastercard (SMTM), Synergy Web/ NICE

• Fraud Detection experience and/or Client Care Experience

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - RI - Lincoln - 670 George Washington Hwy (RI1541)Pay and benefits informationPay range$27.89 - $39.69 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.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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Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

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