Litigation Operations Support Analyst jobs at Bank Of America in United States, Phoenix

This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.

LOB Job Description:

​Receive inbound calls for Commercial Card Clients including EMEA/APAC. You will review activity with clients/PA's/Internal associates and remove any holds, close cards or do any type of Maintenance on the account. You will assist clients with any issues that arise.

Responsibilities:

• ​Initiate maintenance on accounts.

• Provide Excellent Customer Treatment.

• Process Client initiated forms.

• Assist with all issues that may arise.

Required Qualifications:

• 6+ Months call center experience

• ​Strong customer service skills

• Flexible and willing to respond positively to change

• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently

• Excellent written and oral communication skills

• Ability to de-escalate difficult client situations

• Ability to multi-task as business needs dictate with phone and typing required

• Ability to work in a client based environment meeting goals

• Flexible with schedule as business needs arise

• Must have a strong and positive work ethic and follow Bank of America's Core Values

• Must be flexible and adapt quickly to change

Other Qualifications:

• After 90 day probation period you may be required to work in office weekly and work from home up to 5 days a month, 1 day per week.

• Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

• Sufficient room to set up a laptop, monitor, keyboard and mouse

• Comfortable space to work for a full shift

• Quiet, private and SECURE space in which to work

​

High School Diploma / GED / Secondary School or equivalent

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Review complex legal documents and interpret document scope to determine what accounts and bank records are responsive to the subpoena.
• Review of documents includes ability to apply state and federal laws to maintain compliance with proper service, customer notification requirements, and compliance with Right to Financial Privacy Act
• Role requires ability to navigate dozens of systems to research and acquire responsive documents.
• Frequent interactions with Law Enforcement, agencies, and attorneys to negotiate scope, court appearances, and reasonable due dates for delivery.
• Advanced organizational skills to maintain a large caseload of case with multiple moving parts.

• Previous Portfolio Management experience
• 1-2 years' experience with MS Suite
• Legal or court background
• Familiar with Bank of America systems
• Highly organized, quick thinker

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Must understand bank products and location of responsive documents.
• Professional Demeanor: Demonstrating patience, composure, and client service attitude.
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Reads and interprets legal orders to document requests or restrict and monitor accounts based on findings from cases or escalation requests
• Negotiates deliverables and due dates required for Federal, State, Civil, and Criminal legal documents
• Partners with banking centers, internal and external attorneys, customers, and Federal, State, and local agencies to document and maintain case files using internal tracking systems

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations. Key responsibilities includeperforming ILQA reviews for ~ 30+ requests daily, following a strict prioritization 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 analyze 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, escalate problems, and take action. Communicate with leaders on team performance and trends. May organize 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:

• Responsibilities include, but are not limited to:
• 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.
• Utilizing various bank systems to complete quality review requests.
• Identifying and escalating process/procedure gaps to mitigate risk.
• Exercises judgment 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 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.
• 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

High School Diploma / GED / Secondary School or equivalent

This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Responsibilities:

• Responsible for managing an operations team aligned under GPO Account Reconciliation.
• Manage a team of ten or more employees responsible for the processing of daily reconciliation and exception activities ensuring adherence to operational performance standards.
• Responsible for understanding processes performed on the team, managing the performance of the process and identifying and executing on improvements to the process.
• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Minimum of 3 years of operational accounting experience
• Minimum of 1 year experience in management/leadership
• Previous experience with general ledger
• Thorough understanding of debits and credits
• Proficient skills utilizing MS Excel and PowerPoint
• Excellent research, analytical & decision making skills
• Ability to multi-task and meet specific performance goals
• Ability to work effectively in a multi-task, time sensitive environment
• Handle competing priorities
• Flexible work schedule (days, evenings, and weekends)
• Implement process improvements
• Build effective working relationships

:

• Excellent verbal and written communication skills
• Experience with Recon Plus, PIX, eLedger, FDES, BOSS, Card IS, Content Navigator, MSS, BFT, Cashpro and TSYS Monarch Knowledge

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Job Description:

Job Description:
This job is responsible for handling complex or escalated calls from customers or internal partners providing service delivery. Key responsibilities include performing routine and complex account maintenance, solving problems, investigating a range of issues and requests that require gathering information, setting expectations, and working with other support organizations to fulfill the request. Job expectations include adhering to established Service Level Agreements and handling escalated issues by navigating the bank while mastering multiple systems to resolve customer requests.

The Estate Servicing and Operations (ESO) organization is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners. We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs. ESO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth.

RESPONSIBILITIES:

• Answers phone calls within service levels.
• Provide a thorough level of service using key elements of call management techniques to ensure a positive client experience.
• Engages clients by initiating conversation, building rapport, handling objections, and explaining complex scenarios.
• Researches accounts and performs account maintenance.
• Documents call interactions with precision.
• Analyzes and resolves customer inquiries while providing a positive customer experience through creative solutions.
• Adapts to ongoing change and learns new technology and processes.
• Receives ongoing feedback and coaching to drive performance improvements.

REQUIRED QUALIFICATIONS:

• Strong attention to detail.
• Ability to multi task and navigate multiple systems at once.
• Experience with client interaction.

DESIRED QUALIFICATIONS:

• Knowledge of bank products and services.
• Call center experience preferred.
• Experience with handling client complaints and providing appropriate solutions to ensure resolution.

Skills:

• Active Listening
• Attention to Detail
• Critical Thinking
• Decision Making
• Oral Communications
• Conflict Management
• Problem Solving
• Recording/Organizing Information
• Research
• Written Communications
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Negotiation

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

Job Description:

Job Description:
This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

October 6th, 2025

Multiple shifts available:

Sunday through Wednesday 9:00am-8:00pm EST(4X10) PST/ MT will be 6:00am-5:00pm or 7:00am-6:00pm

Sunday through Thursday 11:30am-8:00pm EST-PST/MT will be 8:30am-5:00 pm or 9:30am-6:00pm

October 6 through December 5th

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Required Qualifications:

• Strong analytical and organizational skills

• Demonstrated ability to solve complex problems by reviewing related information.

• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.

• Customer centric approach

• Demonstrates a strong sense of urgency

• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.

• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.

• Communicates effectively and confidently and is comfortable engaging all clients.

• Has the ability to learn and adapt to new information and technology platforms.

• Ability to follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.

• Good time management skills

• Flexible to work weekends and/or extended hours as needed.

* Flexible to work all holidays

Desired Qualifications

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

High School Diploma / GED / Secondary School or equivalent