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Bank Of America Policy Strategist United States, Georgia 995651592
Job Description:
Job Description:
This job is responsible for working closely with stakeholders across the organization to identify and drive transformational process improvements which will maximize operational efficiency, reduce losses, and improve the customer experience. Key responsibilities include managing change, risk, and operational readiness for operations functions per Business and Enterprise Change Management policies. Job expectations include owning and maintaining content used by operations, including procedures and letters, and ensuring materials adhere to standards and policies.
This role is to provide Production Support for the Claims Research Resolution (CRR) Operations Teams for all Billing Disputes and Fraud Claims. Candidate will work closely with the claims line of business managers, the Pega application development team, and technology partners to identify, troubleshoot, and resolve systems issues. Production support and management activities encompass, but are not limited to, application monitoring, addressing user inquiries, handling production incidents, and troubleshooting application performance issues.
Hands-on experience supporting client applications with close interaction with business users and the application team, preferably in Claims.
Proven ability to solve production “down” situations under tight SLA deadlines.
Experienced in delivering presentations to leadership and LRC (Legal, Risk, and Compliance) stakeholders.
Experience in conducting root cause analysis and identifying process or system issues.
Proficient in maintaining records and files in compliance with bank retention policies.
Experience in project management, analytics, or production support.
Customer centric approach to problem resolution. Exceptional critical thinking skills with an end-to-end perspective.
Self-motivated and cable of working independently as well as collaboratively within a team.
Strong sense of ownership and accountability.
Adaptable and able to quickly respond to changing priorities.
Excellent at prioritizing tasks and meeting deadlines.
Advanced proficiency in Excel, PowerPoint, and SQL.
Excellent written and verbal communication skills.
Strong work ethic, aligned with Bank of America’s Core Values.
Responsibilities:
Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques such as Six Sigma
Leads Universal Change Risk Assessment (UCRA) development and related work groups and takes into account the UCRA policy when documenting relevant projects
Understands and quantifies risks associated with new or proposed processor procedural changes, products, and programs
Owns, develops, reviews, and maintains content for supported operations functions, including procedures, letters, and process maps
Decisions made during the incident review may have significant impact affecting more than line of business area.
Skills:
Business Process Analysis
Policies, Procedures, and Guidelines Management
Process Design
Process Simplification
Technical Documentation
Collaboration
Customer Experience Improvement
Influence
Innovative Thinking
Presentation Skills
Attention to Detail
Business Case Analysis
Consulting
Problem Solving
Process Mapping
High School Diploma / GED / Secondary School or equivalent
Required Qualifications:
Proficiency with writing SQL queries for data retrieval and analysis
Advanced Experience with Microsoft Excel and PowerPoint.
Excellent written and verbal communication skills, with the ability to communicate with senior stakeholders clearly, concisely, and persuasively.
Strong independent problem-solving skills, utilizing critical and analytical thinking to address complex issues.
Expertise in business analytics, data mining, and trend analysis to drive data-driven decisions.
:
Billing Dispute and/or Fraud Claims line of business experience.
Experience with regulations (Reg. E, Reg. Z, NACHA).
Claims System experience: EPIC, ENG, BASS, MSS, Blast, Visa, Visa PAS, Mastercard, TSYS, Lexis Nexis, GCA Content Navigator.
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