Operations Support Lead II (ATM/Debit Fraud Claims)

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 supporting the business in meeting operational goals by performing a wide array of functions and assisting managers in ensuring employees readiness. Key responsibilities include creating and automating business reporting, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong knowledge of operations and keen attention to detail. Key stakeholders include team and site leaders, on-site support, platform and change managers.

Responsibilities:

• Provides employees with the tools needed to assist clients (may include equipment, system access, skilling, etc.)

• Remediates system issues

• Performs reporting and analysis to identify risks and trend

• Assists with process and procedure updates in line with business changes

• Manages expenses through device recovery, equipment management, and virtual assistant reinforcement

• Partners with operations leaders on site support including desk assignments, move assistance, desk audits, and equipment provisioning

• Records retention execution

Required Qualifications:

• 1 year current experience in ATM/Debit Fraud Claims

• Working knowledge of Regulation E

• Experience in Billing Disputes Claims research and the resolution of disputed transactions

• Must be self-motivated and a role model of Bank of America's Values

• Customer centric approach to problem resolution

• Must work well in a team environment, as well as independently

• Strong ownership skills

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

• Must be flexible and adapt quickly to change

• Ability to multi-task and meet specific performance goals

• Proficient in Microsoft Office tools including but not limited to PowerPoint, Excel and Word

• Excellent written and oral communication skills

• Strong analytical skills and experience with data management, reporting

• Strong collaboration and partnering skills; ability to work across functions and partner

Desired Qualifications:

• Debit Fraud knowledge/ experience and a sound understanding of EPIC

• Experience with systems including FLASH/ VROL and Mastercard (SMTM), Synergy Web/ NICE

• Fraud Detection experience and or Client Care Experience

Skills:

• Critical Thinking

• Prioritization

• Problem Solving

• Research

• Technical Troubleshooting

• Administrative Services

• Attention to Detail

• Business Acumen

• Reporting

• Written Communications

• Access and Identity Management

• Adaptability

• Business Operations Management

• Influence

• Planning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: