Operations Support Lead II - Debit Fraud Claims

Bank of America; Phoenix (AZ); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Operations Support Lead II to enhance the efficiency of Debit Fraud Claims. This role emphasizes a customer-centric approach and requires strong analytical skills, as well as proficiency in Microsoft Office. You will be responsible for resolving complex issues and improving operational processes while supporting a collaborative team environment. Join a company that values inclusivity and provides opportunities for growth, where your contributions can significantly impact the financial lives of clients. If you thrive in a dynamic setting and are eager to make a difference, this is the perfect opportunity for you.

Qualifications

• 1 year experience in Client Protection roles.
• Strong analytical skills and experience with data management.
• Ability to communicate effectively across the organization.

Responsibilities

• Provide tools needed for employees to assist clients.
• Remediate system issues and manage expenses.
• Conduct reporting and analysis to identify risks.

Skills

Client Protection

Regulation E

Fraud Resolution

Customer Service

Microsoft Office

Analytical Skills

Education

Bachelor's Degree or Equivalent

Tools

Microsoft PowerPoint

Microsoft Excel

Microsoft Word

FLASH/VROL

Mastercard Systems

Synergy Web/NICE

Job description

Operations Support Lead II - Debit Fraud Claims page is loaded

Operations Support Lead II - Debit Fraud Claims

Apply locations Phoenix Kennesaw Newark time type Full time posted on Posted 2 Days Ago job requisition id 25019367

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 Qualifications:

• 1 year experience in a current Client Protection role

• Working knowledge of Regulation E
• Prior experience in an ATM / Debit / ACH / Prepaid Fraud or Billing Disputes Claims research and resolutions of disputed transactions

• 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 Qualifications:

• Must have Debit Fraud 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

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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.

Regardless of the position you are interested in, the starting points to building your resume are the same:
1.Determine the job or types of jobs you want to do and research their responsibilities and qualifications.
2.Think about why you can do the job and make a list of your skills that are relative to the job.
3.Identify experiences or accomplishments that show your proficiency in the skills required for the job.
4.Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume
•Do be brief. Resumes should be 1-2 pages in length.
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Seven steps to a successful interview
1.Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2.Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
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