Sr Business Control Specialist Complaints Strategy & Analytics Analyst

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed build a career and contribute to our shared success. This includes attracting and developing exceptional talent recognizing and rewarding performance and supporting our teammates physical emotional and financial wellness through affordable competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service community college education or a wide range of work and life experiences. These journeys foster resilience leadership and innovation strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration engagement and career development. Our approach includes clear in-office expectations while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America you can build a successful career with opportunities to learn grow and make an impact. Join us!

Job Description:

The Complaints Strategy & Analytics Analyst supports the Consumer Investments Complaints Program by delivering data-driven insights that enable effective risk mitigation process improvement and strategic decision-making. This role partners closely with the Complaints Program Manager to analyze complaint volumes trends and drivers helping leadership understand what is happening why it is happening and where action is required.

The Analyst performs complex analysis of complaint operational and performance data to identify gaps emerging risks and out-of-tolerance results. The role emphasizes executiveready reporting advanced analytics and the use of automation advanced data transformation techniques and AIenabled tools (including Copilot) to improve insight quality speed and scalability.

This position is highly visible and requires routine interaction with senior leaders business partners and control functions.

Responsibilities:

• Analyze customer complaints to identify trends volume drivers process gaps and risk mitigation opportunities

• Perform complex quantitative and statistical analysis to identify emerging risks patterns and outlier metrics

• Develop maintain and enhance dashboards scorecards and performance reporting for complaints leadership

• Partner closely with the Complaints Program Manager to provide insights that support strategy prioritization and execution

• Monitor key performance indicators and identify outoftolerance results requiring deeper review or remediation

• Support root cause analysis and development of datadriven remediation recommendations

• Leverage advanced Excel data mining and data transformation tools (e.g. Power Query SQL) automation and AIenabled analytics to improve reporting efficiency and insight generation

• Extract integrate and transform data from multiple sources (including sources outside of MDM) to enhance analytical context trend analysis and volume drivers

• Adopt and leverage Copilot and AIassisted analytics including prompt drafting to support insight generation automation and executive reporting

• Produce executivelevel presentations that clearly communicate results trends and business implications

• Coordinate production of recurring complaints performance reporting and ad hoc analyses for leadership and stakeholder forums

• Work collaboratively with business operations risk legal compliance and technology partners

• Challenge existing reporting metrics and processes to continuously improve complaints oversight transparency and effectiveness

Strategic Program Support

More specifically this role will:

• Support execution of the Preferred Complaints organizations strategic vision through analytics insight generation and technologyenabled data solutions

• Enable leadership understanding of complaint volumes themes and leading indicators of client dissatisfaction

• Assist with tracking and monitoring progress against strategic initiatives process efficiency efforts and risk mitigation actions

• Support preparation of materials used in leadership forums including executive reviews and complaints governance routines

Requirements:

• Understanding of Consumer Investments clients products and service environment

• Advanced Microsoft Excel and PowerPoint skills with the ability to synthesize complex data and tell a clear executivelevel story

• Demonstrated ability to perform rigorous statistical and trend analysis across large data sets

• Experience working with complex data structures and transforming raw data into usable analytical outputs

• Strong analytical mindset with experience identifying risks anomalies and datadriven opportunities

• Ability to manage multiple priorities meet deadlines and work independently with minimal oversight

• Strong organizational communication and presentation skills

• Comfort partnering crossfunctionally and influencing stakeholders through data and insight

• Willingness to challenge the status quo and improve processes controls and reporting outcomes

Desired:

• Experience in complaints management business controls risk audit or data analytics

• Familiarity with complaintrelated regulatory expectations or control environments

• Advanced data mining and data transformation experience including tools such as Power Query and/or SQL

• Experience applying automation or AIenabled analytics to reporting or operational insights

• Familiarity with Copilot or other generative AI tools including prompt drafting and practical application in a business analytics context

• Prior exposure to senior leadership reporting or governance forums

• Previous management or project leadership experience a plus

Skills:

• Controls Management

• Issue Management

• Monitoring Surveillance and Testing

• Quality Assurance

• Risk Management

• Analytical Thinking

• Attention to Detail

• Critical Thinking

• Problem Solving

• Written Communications

• Decision Making

• Innovative Thinking

• Prioritization

• Recording/Organizing Information

• Research

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent; Bachelors Degree or equivalent work experience preferred

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031) US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140) US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$70000.00 - $104400.00 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.