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Bank Of America Operations Control Analyst - KYC Contact Center United States, Arizona, Phoenix 438926177
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.
Responsibilities:
Delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand 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 or equivalent experience; experience 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
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