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!

This exciting position is a member of the desktop solutions team managing and supporting small to medium to large projects. Key responsibilities include partnering with stakeholders to understand their needs to identify application and process impacts, communicate project objectives and vision and supporting delivery of all targeted enhancements. Job expectations include ensuring successful delivery of changes meeting each and every project goal and objective and ensuring all changes are delivered on time, on scope and on budget. Additional responsibilities include being a voice for our applications and our processes, for our associates and for our clients.
This role is within the Associate Facing Solutions Team within the Consumer Transformation organization.

This critical position is a member of the desktop solutions team. This associate will be responsible for a portfolio of projects that impact Contact Center Desktops across 25, 000 users.

Responsibilities:

• Lead and support line of business initiatives focused on transforming desktop applications used in Bank of America’s retail contact centers guiding projects from initial concept through successful implementation.

• Serve as a subject matter expert for contact center applications such as Bolt, Flash and CEW providing guidance and daily support to business and site partners and associates.

• Active member of project teams partnering with technology, business partners and other key stakeholders driving requirements, testing and delivery ensuring flawless execution and timely completion on all changes to our desktop tools.

• Lead and participate in scheduled project meetings, monitor and track progress, communicate status updates and escalate issues, risks and dependencies to ensure timely resolution.

• Manage multiple and often competing priorities while meeting deadlines and adhering to established policies and procedures.

• Lead and contribute to all aspects of User Acceptance Testing (UAT), including test script creation, review, execution of end‑to‑end testing, defect escalation and resolution, and final approval prior to deployment.

• Partner with Release Management team to perform production certification on all newly implemented technology changes deployed during monthly releases.

• Provide daily support to associates and business partners; assist technology partners during triage sessions to drive defect identification and resolution.

• Communicate clearly and effectively with executive leaders, business partners, and project teams using strong written, verbal, and presentation skills.

• Contributes to strategic vision by identifying opportunities to drive efficiency, effectiveness, and enhance the overall experience for associates.

• Gather feedback from frontline teams and site partners to identify process improvements and recommend enhancements to desktop tools and operational procedures.

• Build and maintain strong, collaborative relationships with business partners, technology teams, project stakeholders, and peers to support long‑term success and alignment.

Required Qualifications

• Subject matter expert across Fraud and Non‑Fraud claims, including Credit, Debit, Digital, and Check Fraud along with full knowledgeable in end‑to‑end claim initiation workflows, from Bolt through all applicable fulfillment applications.

• Deep understanding of Service Request (SR) intake processes, ensuring accurate, efficient, and compliant initiation of customer requests.

• Proven background in project management, analytics, and production support, with the ability to drive initiatives, solve operational challenges, and support continuous process improvement.
  Strong commitment to resolving customer issues with empathy, accuracy, and efficiency, ensuring a positive experience and high-quality outcomes.

• Thrives in team environments and excels working independently in fast‑paced, dynamic operations.

• Motivated self‑starter who takes initiative, anticipates needs, and remains actively involved in driving results.

• Able to pivot quickly with changing business needs, multitask effectively, and consistently meet or exceed performance goals.
  Excellent written and verbal communication, with the ability to present information clearly to stakeholders at all levels.

• Demonstrates integrity, accountability, and a strong work ethic aligned with Bank of America’s Core Values.

Desired Qualifications

• Bachelor's degree or minimum 7 years of Operations experience supporting Case Intake initiation and Contact Center applications.

• Current leader within the Fraud & Claims Line of Business; expert knowledge of Fraud & Claims Business Applications, the agents’ experience and Client expectations

• Experience with supporting, leading and owning projects, project management or process improvement

• Demonstrated strong written and verbal communication skills and the ability to communicate complex written information in a clear and concise manner

• Experience building relationships with partners to understand business concerns and identify solutions

• Ability to bring multiple stakeholders together, directly address issues to reach consensus & decisions, and demonstrate personal courage

• Ability to remain flexible and adjust to evolving business needs

• Strong analytical and problem-solving abilities, with quick adaptation to strategic thinking methodologies, and systems

• Understand hardware and application configurations and implications, ensuring associates have proper platform for success

• Results- and detail-oriented with strong interpersonal, communication, project management and leadership skills

• Engaging/enthusiastic self-starter, ability to work independently, resolve complex problems, and a positive attitude towards change.

Skills:

• Active Listening

• Attention to Detail

• Collaboration

• Critical Thinking

• Written Communications

• Decision Making

• Influence

• Oral Communications

• Prioritization

• Problem Solving

• Adaptability

• Customer and Client Focus

• Data Management

• Emotional Intelligence

• Risk Management

Enterprise Description:
This job is responsible for handling medium to large projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement changes and improvements brought about by the project.

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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Lincoln - 670 George Washington Hwy (RI1541)Pay and benefits informationPay range$72,400.00 - $109,100.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.