Supervision Manager

Location: Pennington

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.

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Enterprise

Job Description:

The Supervision Manager position will serve to ensure regulatory compliance and corporate mandates for all administrative and operational activities performed in Consumer Investments. Consumer Investments is a telephone and field-based platform that provides mass affluent clients with holistic financial advice and deepens client relationships by identifying broader product and service solutions to meet their investment, savings and credit solutions. A primary objective of this role is to identify, manage, and mitigate regulatory, operational, and reputational risk to the business unit and the Firm handling client complaints.

The Supervision Manager provides independent supervisory oversight of sales activities and promotes consistent adherence to Firm policies, procedures, and regulatory expectations. Provide regulatory and supervisory oversight of Sales Practice Complaints within Consumer Investments, promoting operational excellence and adherence to firm policies and procedures.
Responsibilities: Review, investigate, respond to, and resolve customer complaints received verbally or in writing regarding investment products, services, and sales practices. Conduct complaint merit determinations through comprehensive analysis of facts, documentation, and applicable regulatory requirements. Perform in-depth research by reviewing account activity, case notes, call recordings, and relevant documentation while consulting with product, operational, compliance, and business partners as needed. Engage directly with clients to discuss complex and sensitive concerns, ensuring professional and effective communication throughout the resolution process.

Draft detailed and accurate customer resolution correspondence, including final determination and resolution letters. Partner with Local Management Teams, Complaint Management teams, Compliance, Legal, and other stakeholders to provide ongoing updates and drive timely complaint resolution. Maintain accurate records and documentation within required recordkeeping systems and applications. Assist with arbitration, litigation, regulatory inquiries, and other legal matters by providing research, documentation, and case support.

Review policy settlement requests above established thresholds to ensure consistency with firm policies, procedures, and risk management standards. Leverage knowledge of the Financial Solutions Advisor (FSA) role and associated supervisory requirements to support investigations and complaint resolution. Lead and support projects and strategic initiatives focused on strengthening supervision, enhancing controls, and improving risk…