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:
This job is responsible for executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF by gathering and organizing data to help identify, track, and report issues and control improvements for remediation.
The Business Control Specialist supports strong governance, risk management, and control practices across the organization. This role monitors business activities to ensure compliance with internal policies and regulatory standards and provides support for audit-related activities. Responsibilities include performing call evaluations, conducting research, perform case management, analyzing risk, and supporting the identification and remediation of control gaps to enhance operational effectiveness.
The specialist works in a high-volume, fast-paced environment and is expected to meet established turnaround times, productivity goals, and accuracy standards. This role requires the ability to work independently, manage multiple priorities, and proactively identify and escalate risks or issues.
Responsibilities:
Business Controls & Risk Management
Support remediation efforts for identified control gaps, emerging risks, and process deficiencies
Monitor and analyze trends to support proactive risk mitigation
Contribute to the continuous improvement of control frameworks and documentation
Audit Support & Issue Management
Research defects and support internal and external audit remediation activities
Track audit findings, issues, and action plans to ensure timely resolution
Collaborate with teammates and business partners to validate remediation and sustain control improvements
Call Evaluations & Quality Reviews
Conduct call evaluations to assess compliance, quality standards, and risk exposure
Document findings and provide clear, constructive feedback
Identify systemic issues or trends impacting risk, compliance, or performance
Research & Analysis
Perform research to support audit responses, risk assessments, and control reviews
Analyze data and reports to identify patterns, exceptions, and control weaknesses
Prepare summaries, dashboards, and management reporting on key risks and findings
Required Qualifications:
2+ years of experience supporting Retail Consumer/Preferred Card and Deposit products in a contact center environment
Strong attention to detail with effective problem-solving and decision-making skills
Effective listening, comprehension, and communication skills
Ability to manage workload independently while meeting strict time adherence and volume requirements
Strong organizational skills with the ability to multitask and prioritize competing demands
Proficiency in PC applications, including Microsoft Word, Excel, PowerPoint, and web browsers
Ability to work effectively both independently and in a team environment
Comfortable receiving ongoing performance feedback and coaching
Desired Qualifications:
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
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:
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 - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)Pay and benefits informationPay range$27.65 - $37.82 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.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.
