Jobs in Plano, United States

Newark, Delaware; Plano, Texas; Richmond, Virginia;

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 Summary:

This job is responsible for performing more complex analysis aimed at improving portfolio risk, profitability, performance forecasting, and operational performance for consumer products and related divisions, such as credit cards. Key responsibilities include applying knowledge of multiple business and technical-related topics, independently driving strategic improvements, large-scale projects, and initiatives. Job expectations include working with business counterparts within the line of business and partner organizations (e.g., Risk, Product, etc.).

Are you a strategic and analytical thinker who wants the chance to have a real impact on the business? Are you fascinated by fraud activity in a quickly evolving world and finding ways to prevent it? We are investing in world-class solutions to protect our clients from fraud and searching for the right analytic leader to help drive that transformation!

Our team (Fraud Strategic Enablement) is tasked with driving the strategy, design, and execution of the next-generation of fraud controls to protect our clients. We are investing heavily in new capabilities and have built a strong team of seasoned fraud leaders and industry experts to lead the programs. We are looking for someone who can lead the Contact Center and Interactive Voice Response Authentication Strategy and drive the transformation agenda and roadmap. This is a broad, high visibility role that offers great opportunities to influence “what” and “how” we deploy strong best-in-class capabilities to protect the bank’s and our clients’ money.

• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance
• Coaches and mentors peers to improve proficiency in a variety of systems and serves as a subject matter expert on multiple business and technical-related topics
• Identifies business trends based on economic and portfolio conditions and communicates findings to senior management
• Supports execution of large scale projects, such as platform conversions or new project integrations, by conducting advanced reporting and drawing analytics based insights
• Partner across organization lines including Fraud Strategy, Technology, Risk & Compliance in the development of IVR & Contact Center authentication strategy and roadmap
• Ability to translate complex findings into clear, actionable recommendations for key stakeholders
• Leverage insights from data & analytics, industry forums, and channel partners to identify and drive new ideas on improving customer experience, operational efficiency, and reducing fraud risk
• Develop compelling vision and data driven business cases for transformation initiatives
• Lead efforts to prioritize investments in IVR & Contact Center authentication capabilities
• Build and maintain a coalition of executive leaders and process owners to develop and drive the IVR & Contact Center authentication agenda. Facilitate regular routines for stakeholders and senior executives
• Build and lead cross-functional teams to solve complex, high impact business problems
• Develop and oversee the execution of the IVR & Contact Center authentication roadmap
• Develop integrated scorecard to monitor authentication performance and stability of IVR & Contact Center channel. Analyze performance to identify and address emerging trends

• Minimum 3 years’ experience in analytics and managing risk
• Experience conducting fundamental analysis to understand and quantify key economic drivers
• Strong strategic thinking and problem-solving skills (ability to frame a complex problem, evaluate options, and develop a plan to address)
• Track record of being able to break complex problems down and develop a clear strategy / action plan
• Ability to identify high value opportunities
• Experience influencing organizations and senior leadership to take action on identified opportunities
• Strong communication skills / ability to explain nuanced topics at right approach and level of detail to influence an audience
• Proven track record of working across organizational lines to successfully drive projects from idea to execution

• Experience in Interactive Voice Response / Contact Center analytics
• Prior experience in developing policy and/or technology requirements for initiatives
• Familiarity with analysis tools like SAS/SQL with analytical and strong problem-solving skills
• Experience coaching and/or managing a team of analysts

• Analytical Thinking
• Business Analytics
• Data and Trend Analysis
• Problem Solving
• Innovative Thinking
• Monitoring, Surveillance, and Testing
• Presentation Skills
• Interpret Relevant Laws, Rules, and Regulations
• Issue Management
• Oral Communications

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by calling 1.877.760.2076. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days.

Please note: Messages left for other purposes such as following up on an application or non-disability related technical issues, will not receive a response.