Senior Operations Support & Risk Lead

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

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.