Complaints and Client Experience Senior Operations Consultant

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.

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!

Enterprise Job Description :

Responsible for providing information based analyses. Independently conducts long term studies to determine potential for products / services.

May create unique computer modeling analysis requiring advanced understanding of computer technical issues and interrelationships.

Develops methods to track effectiveness of implemented programs. May have management responsibility. Has a lead role in large, more complex analysis projects and a supporting role in providing strategic direction.

Provides project management. Consumer Products Group.

Supports complaints and client experience reporting and analytics for Home Loans (Sales, Underwriting and Fulfilment), Consumer Vehicle Lending (Sales, Underwriting and Fulfillment), Consumer Card Underwriting and Small Business Credit.

Responsible for delivering a variety of detailed reports including periodic complaints and client experience reporting. Also supports a variety of ongoing and adhoc reporting initiatives used to improve overall client experience and reduce client complaints.

Responsibilities include :

• Produce, validate and distribute daily, weekly, monthly, quarterly and adhoc complaint and client experience reporting packages
• Develop tools that measure the success of actions and initiatives developed to improve Client Experience and Complaints performance
• Support Program Managers for Home Loans (FM and HE), Consumer Vehicle Lending, Consumer Card and Small Business by providing reporting and analysis expertise
• Engage with Voices and Qualtrics partners on new initiatives and reporting requests
• Support, manage and enhance, as needed, a variety of SharePoint sites utilized within the Client Experience team
• Creates and maintains reporting via various methods, primarily MicroStrategy / Tableau / Excel / SRRS, utilizing core Home Loans Lending and Fulfillment data resources as well as support of other products like Consumer Vehicle Lending, Consumer Card Underwriting and Small Business Lending.
• Works with report requestors to understand business objectives and reporting needs in order to dcreate meaningful design elements, technical solutions, and reporting within existing system infrastructure.
• Design and create reporting solutions around key operational metrics and proactive identification of potential issues or concerns.
• Ensure timely delivery and maintain performance standards.
• Effectively develop and maintain strong relationships with partners and peers.
• Collaborate with team members to share expertise and develop best practices.
• Ensure reporting is built with an eye towards efficiency while maintaining standards and remaining within bank guardrails.
• Applies technical knowledge to determine end to end design requirements for small, medium and large projects involving line of business, software / hardware developers and vendors.
• Accountable for creation and delivery of executive presentations and analysis

A true team player and collaborator with Lending Shared Services Leadership and FLU to deliver integrated and impactful solutions

Required Qualifications :

• Minimum 5 years of reporting / analytics and Financial Services experience
• Advanced SQL, Excel, PowerPoint and SharePoint experience
• Demonstrated knowlege of the Consumer and Small Business organization. Strong technical skills including an understanding of the systems and reporting tools supporting the Consumer Lending businesses
• Detail oriented with strong analytical, project management and organizational skills
• System Analyst / Technical documentation experience including Business Requirement Documents and Design documents.
• Strong communication skills in both verbal and written form.
• Data analytics / Business Intelligence experience; ability to leverage data to identify areas of opportunity and analyze data to develop strategies in partnership with teammates and business partners
• Intellectually curious, comfortable challenging the status-quo
• Masterful ability to leverage data to tell the story and build / deliver compelling executive presentations
• Takes initiative to identify and present process improvement opportunities
• Works well independently with strong time management, prioritization, and organizational skills
• Strong written and verbal communication skills

Desired Qualifications :

Proven analytical skills as demonstrated through related work experience

• Work in a team environment as well as independently
• Experience with influencing across the organization
• Proven ability to work independently and manage competing priorities
• Deep understanding of the First Mortgage, Home Equity, Consumer Vehicle Lending, Small Business UW and Consumer Card UW processes and reporting
• SQL development, involving database design, stored procedures, table creation, aggregation logic and complex joins.
• Strong Presentation skills, including preparing and delivering compelling presentations to senior level executives
• Direct Consumer Lending front line unit or control function experience

Skills :

• Business Analytics
• Data Modeling
• Data Visualization
• Data and Trend Analysis
• Technical Documentation
• Attention to Detail
• Data Mining
• Reporting
• Active Listening
• Analytical Thinking

Minimum Education Requirement : High School Diploma / GED / Secondary School or equivalent

Shift :

1st shift (United States of America)

Hours Per Week :