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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

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

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

This position is not eligible for sponsorship. 

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.

Desired Qualifications:

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.     

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$77,200.00 - $96,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.