Senior Quality Analyst - Treasury Fulfillment
About the role
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 and providing a culture of caring is core to how we drive Responsible Growth.
This job is responsible for performing and reviewing quality audits and monitoring and evaluating the quality of client interactions. Key responsibilities include analyzing quality issues and performance measures for management review, providing feedback and formal education for employees or clients, and reviewing casework to determine if actions and decisions meet regulatory requirements.
Responsibilities
- Oversees quality processes including phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards
- Reviews quality issues and performance measures for management escalation and provides feedback and courses of action as needed
- Provides appropriate information to support with coaching, educating, and building deeper relationships with clients and contribute to daily routines
- Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area
- Recommends and implements changes to procedures and workflows to improve work quality and productivity
- Develops test plans, scenarios, and cases that satisfy the needs of users and clients
- Partners with internal business partners to obtain the necessary information to complete Inline Quality review
- Completes quality reviews on high risk transactions
- Reviews legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements
- Works with Implementation Associate to obtain missing information preventing the quality review from moving forward
- Utilizes various bank systems to complete quality review requests
- Identifies and escalates process/procedure gaps to mitigate risk
- Exercises judgment and discretion with respect to client relationships and problem resolutions
- Meets or exceeds strict quality assurance standards
Requirements
- Minimum 2 years of Customer Service experience
- 1+ year of Treasury experience
- 1+ year of Quality Assurance Experience
- Excellent verbal and written communication skills
- Ability to multi-task and sustain high organizational 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
- Intermediate ability in computer skills
Skills
- Claims Management
- Controls Management
- Monitoring, Surveillance, and Testing
- Policies, Procedures, and Guidelines Management
- Quality Assurance
- Attention to Detail
- Investment Management
- Problem Solving
- Risk Management
- Written Communications
- Adaptability
- Process Management
- Process Mapping
- Project Management
- Reporting
Qualifications
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Schedule
Shift: 1st shift (United States of America), Hours Per Week: 40