דרושים Support Analyst ב-United States, Florida, Tampa

Leads the support/administrative functions for a somewhat large department usually at a local level. Responsibilities may include budget analysis and recommendations, operations analysis, identification and resolution of work flow issues, associate training, service quality, process improvement. Resolves personnel, audit and/or budget issues by researching and analyzing unusual problems, administers bank programs and policies and provides interpretation to department. Requires an in-depth knowledge of bank policies and programs and of the departments functional operations. May direct workflow activities.

Specialized Servicing and Fulfillment Operations (SSFO) 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. SSFO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth.

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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.

• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.

• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.

• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.

• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.

• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.

• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

Minimum 3+ years experience or relevant work experience

Strong partnership and relationship management skills; ability to work and effectively communicate across functions and organizational lines/levels

Prior experience managing multiple projects and adjusting to changing deadlines

Strong presentation skills and the ability to present key messages, effective recommendations, and information in a clear, concise, insightful, and influential way

Strong analytical and organizational skills with a focus on attention to detail

Ability to think strategically across the organization to identify opportunities to improve overall performance efficiency

Flexibility – ability to adjust to changing/competing priorities

Ability to decompose complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently

Excellent written / verbal communication skills and executive presence

Advanced/Expert MS Office skills, especially Excel and PowerPoint

Extremely organized/excellent time management skills with ability to manage and prioritize competing priorities

Proven ability to develop executive ready communications and presentations that synthesize data and tell the story

Self-starter, high energy, and detail oriented; ability to work with minimal supervision

Job Description

Job Responsibilities
• Develop and implement GenAI and Agentic AI solutions using Python to enhance automation and decision-making processes.
• Develop and maintain machine learning models to solve complex business problems
• Collaborate with cross functional teams to identify opportunities for leveraging data to drive business solutions
• Analyse large, heterogenous datasets to extract actionable insights and inform decision-making
• Stay updated with the latest advancements in machine learning and especially Large Language Models and agentic systems
• Identify the right state of the art solutions for the bank’s objectives and implement them as clean, production-ready code
• Communicate findings and recommendations through clear and concise reports and presentations
• Required qualifications, capabilities and skills
• Proficiency in Python and SQL and familiarity with good software engineering practices
• Excellent written and verbal communication
• Strong experience developing, testing machine learning solutions using frameworks such as TensorFlow, PyTorch or scikit-learn
• Solid intuitive grasp of fundamental concepts from probability, statistics, linear algebra and calculus
• Collaborative, humble and enthusiastic attitude

Preferred qualifications, capabilities and skills
• Experience deploying on AWS cloud infrastructure using Lambda, Glue, S3 etc
• Experience in deep neural networks and familiarity with the latest developments in related fields
• Experience in LLM model finetuning and continuous learning techniques
Experience in prompt engineering techniques and state-of-the-art LLM architectures

Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

As a Technology Support I team member in the Payments Solutions Center group, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience. In this role you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels and across multiple lines of business. You will also be responsible for ensuring daily tasks are completed

Job responsibilities

• Ability to work a daytime shift that would include potentially one or more weekend day
• Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
• Proactively connect with clients and internal partners to address processing errors or in support of platform changes
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners
• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
• Assist in the improvement of operational stability and availability through participation in problem management
• Assist in monitoring production environments for anomalies and address issues using standard observability tools
• Identify and document basic issues and potential solutions for business and technology stakeholders
• Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes

Required qualifications, capabilities, and skills

• 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Experience with customer service
• Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud

• Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

Preferred qualifications, capabilities, and skills

• Experience in Technical Support
• Ability to take an analytical approach and resolve complex problem-solving skills
• Ability to translate complex technical information into simple terms
• Exposure to one or more general-purpose programming languages or automation scripting
• Exposure to Information Technology Infrastructure Library (ITIL) framework

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.

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.

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

Job Responsibilities

• Maintain daily and/or monthly business data requirements for productivity and availability (aggregate, review results, refine and report on trends)
• Analyze current reporting outputs and develop refined views in line with operational needs
• Create and/or maintain monthly business reviews and site level data across multiple work streams
• Onboard and Off board users by completing all needed system requirements, and retain evidence
• Interface with other operations locations to complete ad-hoc data inquiries
• Participate on projects aimed at enhancing operational efficiencies as identified through multiple channels
• Utilize SharePoint and Reports Dashboard Administration / Recertification's
• Be a FinTech point of contact for operations (monitor completions, stakeholder reporting)
• Maintain procedure updates (intake, review, completion, communication)
• Support Ad-Hoc request related to Resiliency and Audit Requests for Information
• Provide general business support for the Global Fraud Prevention Team related to ongoing projects

Required Qualifications, Capabilities, and Skills

• Superior Microsoft Office skills to include highly proficient in data aggregation, analysis, visualization and communication tools such as Excel, PowerPoint, Teams, SharePoint, Outlook
• Strong organizational skills – ability to take strategic direction and independently develop and manage task, taking full accountability and ownership
• Critical thinking and the ability to work independently as single contributor while managing time and deliverables
• Minimum 2 years in a business analyst role with similar responsibilities
• Excellent English language communication skills (oral, comprehension & written)
• Collaborative Interpersonal and Influence skills
• Experience in Corporate & Investment Bank business function i.e. Global Markets, Middle Office, Wholesale Payments or Securities Services
• Ability to work remotely with all appropriate technology assets is required

Preferred Qualifications, Capabilities, and Skills

• Personal Certifications in Data, Business or Project Management skills
• LMM, Tableau and/or Alteryx experience
• General knowledge of internal company banking products in fraud related environments and company internal system platforms

Monday - Friday 9:00 am - 6:00 pm (normal is 40 hours weekly) subject to change as business needs evolve) - in local office, in person is required for this role, Occasional extended or weekend coverage as needed by operations

As a Technology Support Lead in Commercial & Investment Bank, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Execute policies and procedures that ensure operational stability and availability
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders,actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Proactively identify emerging themes and opportunities to enhance efficiency and eliminate waste in daily operations

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Possess familiarity with diverse tech stacks, including operating systems, databases, message transfer, and middleware
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public/private cloud
• Development experience with Java, Python, cloud technologies, and other programming languages
• Exceptional soft skills in both verbal and written communication, specifically tailored for interactions with senior leadership