Treasury - Senior Quality Analyst

Bank of America; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

Bank of America is seeking an Inline Quality Assurance professional to perform QA reviews for depository and treasury product implementations. You will handle ~30+ reviews daily, coordinate with partners, and monitor workflows across Outlook, Teams, and other channels.

The role requires 4+ years in customer service, 2+ years of handling difficult customer situations, and strong communication. You’ll work in-office with a 40-hour week and opportunities to grow within a regulated environment.

Qualifications

• Minimum 4 years of Customer Service experience.
• Minimum 2 years handling difficult customer situations.
• Excellent verbal and written communication skills.
• Ability to multi-task and stay organized in a fast-paced environment.
• Willingness to learn and adapt to change.
• Ability to work independently and be a self-starter.
• Promote teamwork and positive attitude.
• Ability to engage with client, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Intermediate ability in computer skills.

Responsibilities

• Partner with internal business partners to obtain information for Inline Quality review.
• Complete quality reviews on high risk transactions.
• Review legal documents to determine adequate documentation for test and controls risk.
• Work with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilize bank systems to complete quality review requests.
• Identify and escalate process gaps to mitigate risk.
• Exercise judgement and discretion with respect to client relationships and problem resolutions.
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources and manage desk routines to ensure tasks and timelines are met.
• Meet or exceed strict quality assurance standards.

Skills

Customer Service

Quality Assurance

Communication Skills

Data Analysis

Education

High School Diploma / GED

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 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 performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations. Key responsibilities include performing ILQA reviews for ~ 30+ requests daily, following a strict prioritisation process to ensure timelines are met. Validates required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed. Monitors communication channels (Outlook, Skype, Teams, etc.) for workflow updates, partner inquiries, status requests, escalations, and business updates. Responsible for performing quality audits and/or for reviewing evaluations completed by team managers. Ability to analyse and understand data and translate into coaching feedback by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring. Identify trends, escalates problems, and take action. Communicate with leaders on team performance and trends. May organise review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency. Share best practices. Typically requires 2 to 4 years of related experience.

Job Responsibilities

• Partnering with internal business partners to obtain the necessary information to complete Inline Quality review.
• Completing quality reviews on high risk transactions.
• Reviewing legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements.
• Working with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilising various bank systems to complete quality review requests.
• Identifying and escalating process/procedure gaps to mitigate risk.
• Exercises judgement and discretion with respect to client relationships and problem resolutions.
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources, procedures and manage desk routines to ensure tasks, timelines and responsibilities are met.
• Meet or exceed strict quality assurance standards.

Required Qualifications

• Minimum 4 years of Customer Service experience
• Minimum 2 years of experience handling difficult situations with customers.
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organisational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with client begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• An intermediate ability in computer skills.

Desired Qualifications

• 1+ year of Treasury experience
• 1+ year of Quality Assurance Experience
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect

Skills

• Claims Management Controls Management Monitoring, Surveillance, and Testing Policies, Procedures, and Guidelines Management Quality Assurance Attention to Detail Investigation Management Problem Solving Risk Management Written Communications Adaptability Process Management Process Mapping Project Management Reporting

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift

1st shift (United States of America)

Hours Per Week

40

Privacy Statement

https://careers.bankofamerica.com/en-us/privacy-notice

Pay Transparency

https://careers.bankofamerica.com/en-us/pay-transparency

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe.