Bank of America Operations Control Analyst - KYC Contact Center in Charlotte, North Carolina

Job Description:

Conducts routine analysis, research and investigations in diversified compliance operations directed by internal bank policies and required adherence to regulatory and compliance requirements which can involve high $ penalties and fines for non-compliance. Under close supervision from the analysts manager, executes against regulatory, BSA/anti-money laundering, and economic sanctions compliance practices relevant to the analyst's specific area of responsibility. Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients. May identify issues and make recommendations to minimize exposure or loss. May interpret and analyze information gathered from numerous applications and third party sources and identify "red flags" that prompt further inquiry. May recommend process improvements formulate and recommend action response to mitigate risk and resolve inquires and escalations. May provide quality assurance review and testing on operating key controls. May participate in special projects that represent significant risk exposure and/or are highly visible. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Ability to communicate across and up the organization. Must be able to work independently and is not afraid to make a decision and act on it. Bachelor degree or equivalent preferred.

Required skills:

  • Minimum of 1 year customer service experience in call center environment 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

  • Proficient written communication skills

  • Strong critical-thinking and problem-solving skills

  • Detail-oriented and adaptable to change while receiving regular feedback

  • Comfortable in a fast-paced work environment while continuously learning on the job

  • Dependable, results-driven and achievement-focused

  • Self-motivated, people oriented team player

  • Champions for process improvement

Desired skills:

  • Customer Information Protection (CIP) and/or Customer Due Diligence (CDD) research and remediation knowledge

  • An appetite and aptitude for reading and understanding governmental and legal compliance documentation

  • Demonstrate leadership skills

  • Financial or banking acumen

  • System Knowledge with ability to utilize system applications across all lines of business including, but not limited to: Avaya, Empower TotalView, LexisNexis, SharePoint, BOSS, OMNI, Interact, iPortal, BLAST, Blades, TSYS, FIRST, ART, CSU, CentrePoint, ImageView, NICE

  • Proficient in Microsoft Word & Excel

  • Bilingual (Spanish/English

  • Bachelor degree or equivalent preferred.

Posting Date : 05/16/2018

Location :


  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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