Responsibilities
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 a diverse and 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. 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 conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships. Line of Business Job Description: Global Operations, Anti Money Laundering (AML) is responsible for completing Refresh Activities such as Know Your Customer (KYC) and Client Due Diligence (CDD) checks for all clients that do business with the Bank. Refresh Teams are responsible to collect and maintain client documents to ensure activities are executed in alignment with Laws, Rules, Regulation, and Bank Policies. Responsibilities: Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and problem-resolution skills in a call center environment. Exceeds monthly efficiency objectives and maintains high call quality standards. Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer. Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience. Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues Provides quality assurance review and testing on operating key controls Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry REQUIRED QUALIFICATIONS: Bilingual- Spanish required Minimum of 1 year customer service experience in call center environment, preferably in the Banking/Financial industry Ability to tactfully handle customer concerns Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed Excellent verbal and interpersonal communication skills Skills: Adaptability Analytical Thinking Critical Thinking Data Collection and Entry Data Quality Management Collaboration Decision Making Interpret Relevant Laws, Rules, and Regulations Problem Solving Research Analysis Customer and Client Focus Innovative Thinking Oral Communications Prioritization Quality Assurance Shift: 1st shift (United States of America) Hours Per Week: 40 Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice 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. Diversity and Inclusion Each employee brings unique skills, background and opinions. We see diversity 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. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency
