Operations Support Lead III

Bank of America; Phoenix (AZ); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading financial institution seeks an Operations Support Lead III in Phoenix, AZ, focusing on fraud analysis and operations support. You will be responsible for overseeing investigations related to At-Risk Persons, ensuring compliance and quality while mentoring staff, and optimizing client service tools. This role demands a strong analytical mindset and the ability to communicate effectively with senior executives, alongside a commitment to client protection.

Qualifications

• 3+ years fraud/At Risk Persons experience.
• 2+ years analytical experience preferred.
• Strong quantitative and communication skills.

Responsibilities

• Provide tools for client assistance and resolve access issues.
• Remediate complex escalated system issues.
• Conduct quantitative performance analysis.

Skills

Fraud Analysis

Analytical Skills

Communication

Critical Thinking

Problem Solving

Education

Bachelor’s degree in a related field

Tools

Tableau

Microsoft Suite

Job description

Work Schedule: Monday - Friday (8 AM to 5 PM - Local Time)

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 to ensure employees are ready to serve clients. Key responsibilities may include creating, analyzing, and automating business reporting to identify risks and trends, 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 working knowledge of the business unit’s operations and keen risk management focus.

LOB Job Description:

The Consumer At-Risk Persons (ARP) Operations Support Lead III performs reviews of end-to-end investigations of suspected elder financial exploitation/ abuse of a vulnerable adult completed by Senior Investigators.In this role, the Operations Support Lead III conducts reviews of routine to complex investigations involving Consumer clients.Per Enterprise guidelines, clients reported for investigation are either 60 years of age and/or older, or 18 years of age and/or older and deemed to be vulnerable.

Responsibilities:

• Provide employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
• Remediate complex system issues escalated by Business Support Lead II's
• Design and maintain SharePoint, creating workflows to simplify processes
• Assist operations with performance analysis to address outliers
• Partner with technology and platform engineering to test system impacts of planned updates

Required Skills: "Must" have these skills to be minimally qualified

• 3+ years of fraud/At Risk Persons experience and/or 2+ years of analytical experience (Payment card /Retail Bank background preferred)
• Strong quantitative, critical thinking, and analytical skills
• Ability to communicate and interact with a high degree of professionalism with executive level personnel across the business
• Ability to work independently as well as part of a virtual team
• Innovative mindset with the ability to challenge the status quo
• Ability to proactively identify, analyze, and improve upon existing processes for optimization and to meet deadlines
• Experience conducting investigations involving financial crimes, fraud, or the financial industry and/or financial institution operations and products experience.
• Exceptional communication skills; exhibits confidence and clarity of message through both written and verbal correspondence.
• Ability to prioritize work, effective time management, initiative, and thoroughness.
• Self-starter capable of analyzing and reporting independently
• Proficient in Microsoft suite and other financial industry related software

Desired Skills:

• Proven strong analytical and communication skills
• Experience with Tableau reporting
• Bachelor’s degree in a related field or equivalent work experience is preferred.
• 5+ years’ experience conducting investigations, preferably in financial crimes, At-Risk Persons, fraud, or the financial industry
• In depth knowledge and experience with Consumer products and services, and applicable compliance rules and regulations
• Interaction with Front/Second Line Units & Customers/Clients

LOB Specific Information:

The Operations Support Lead III role ensures the ARP Senior Investigators are analyzing and interpreting information gathered from numerous Consumer databases across the Enterprise. These details are used to evaluate the clients’ financial patterns and history, to determine/ carry out any risk mitigation action as necessary, and to protect the client from further exploitation/harm. In addition, this role also verifies that the Senior Investigators are preparing reporting that is thorough; capturing investigative details and determining if the client meets specific criteria that may result in the recommendation for reporting to the appropriate State agencies.

As a subject matter expert in At-Risk Person activity, this role provides consultation and guidance to Senior Investigators as well as front line partners in handling specific client situations. Occasionally, Operations Support Leads may engage directly with State/Regulatory agencies as well as law enforcement and may perform end-to-end investigations as needed. Key priorities for the team include reviewing investigations in a timely manner, assessing appropriate risk mitigation efforts and providing guidance, expertise, feedback on case revisions and best practices to Senior Investigators protecting clients from further exposure to exploitation.

Responsibilities include but not limited to:

• Serving as a subject matter expert (SME) on the ARP process.
• Reviewing cases completed by Senior Investigators to ensure case quality and risk mitigation steps have been accurately assessed
• Providing, training, coaching, and mentoring to Senior Investigators
• Ensuring cases are closed in accordance with business service level agreements
• Leading or participating in projects or working groups pertaining to ARP processes and concerns

Shift:

1st shift (United States of America)

Job Description:

Work Schedule: Monday - Friday (8 AM to 5 PM - Local Time)

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 to ensure employees are ready to serve clients. Key responsibilities may include creating, analyzing, and automating business reporting to identify risks and trends, 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 working knowledge of the business unit’s operations and keen risk management focus.

LOB Job Description:

The Consumer At-Risk Persons (ARP) Operations Support Lead III performs reviews of end-to-end investigations of suspected elder financial exploitation/ abuse of a vulnerable adult completed by Senior Investigators.In this role, the Operations Support Lead III conducts reviews of routine to complex investigations involving Consumer clients.Per Enterprise guidelines, clients reported for investigation are either 60 years of age and/or older, or 18 years of age and/or older and deemed to be vulnerable.

Responsibilities:

• Provide employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
• Remediate complex system issues escalated by Business Support Lead II's
• Design and maintain SharePoint, creating workflows to simplify processes
• Assist operations with performance analysis to address outliers
• Partner with technology and platform engineering to test system impacts of planned updates

Required Skills: "Must" have these skills to be minimally qualified

• 3+ years of fraud/At Risk Persons experience and/or 2+ years of analytical experience (Payment card /Retail Bank background preferred)
• Strong quantitative, critical thinking, and analytical skills
• Ability to communicate and interact with a high degree of professionalism with executive level personnel across the business
• Ability to work independently as well as part of a virtual team
• Innovative mindset with the ability to challenge the status quo
• Ability to proactively identify, analyze, and improve upon existing processes for optimization and to meet deadlines
• Experience conducting investigations involving financial crimes, fraud, or the financial industry and/or financial institution operations and products experience.
• Exceptional communication skills; exhibits confidence and clarity of message through both written and verbal correspondence.
• Ability to prioritize work, effective time management, initiative, and thoroughness.
• Self-starter capable of analyzing and reporting independently
• Proficient in Microsoft suite and other financial industry related software

Desired Skills:

• Proven strong analytical and communication skills
• Experience with Tableau reporting
• Bachelor’s degree in a related field or equivalent work experience is preferred.
• 5+ years’ experience conducting investigations, preferably in financial crimes, At-Risk Persons, fraud, or the financial industry
• In depth knowledge and experience with Consumer products and services, and applicable compliance rules and regulations
• Interaction with Front/Second Line Units & Customers/Clients

LOB Specific Information:

The Operations Support Lead III role ensures the ARP Senior Investigators are analyzing and interpreting information gathered from numerous Consumer databases across the Enterprise. These details are used to evaluate the clients’ financial patterns and history, to determine/ carry out any risk mitigation action as necessary, and to protect the client from further exploitation/harm. In addition, this role also verifies that the Senior Investigators are preparing reporting that is thorough; capturing investigative details and determining if the client meets specific criteria that may result in the recommendation for reporting to the appropriate State agencies.

As a subject matter expert in At-Risk Person activity, this role provides consultation and guidance to Senior Investigators as well as front line partners in handling specific client situations. Occasionally, Operations Support Leads may engage directly with State/Regulatory agencies as well as law enforcement and may perform end-to-end investigations as needed. Key priorities for the team include reviewing investigations in a timely manner, assessing appropriate risk mitigation efforts and providing guidance, expertise, feedback on case revisions and best practices to Senior Investigators protecting clients from further exposure to exploitation.

Responsibilities include but not limited to:

• Serving as a subject matter expert (SME) on the ARP process.
• Reviewing cases completed by Senior Investigators to ensure case quality and risk mitigation steps have been accurately assessed
• Providing, training, coaching, and mentoring to Senior Investigators
• Ensuring cases are closed in accordance with business service level agreements
• Leading or participating in projects or working groups pertaining to ARP processes and concerns

Shift:

1st shift (United States of America)

Hours Per Week:

40

About the company

Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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