Treasury - Senior Quality 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 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!

Job Description:

This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations. Key responsibilities include performing ILQA reviews for ~ 30+ requests daily, following a strict prioritisation process to ensure timelines are met. Validates required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed. Monitors communication channels (Outlook, Skype, Teams, etc.)

for workflow updates, partner inquiries, status requests, escalations, and business updates. Responsible for performing quality audits and/or for reviewing evaluations completed by team managers. Ability to analyse and understand data and translate into coaching feedback by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring.

Identify trends, escalates problems, and take action. Communicate with leaders on team performance and trends. May organise review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency. Share best practices. Typically requires 2 to 4 years of related experience.

• Partnering with internal business partners to obtain the necessary information to complete Inline Quality review.
• Completing quality reviews on high risk transactions.
• Reviewing legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements.
• Working with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilising various bank systems to complete quality review requests.
• Identifying and escalating process/procedure gaps to mitigate risk.
• Exercises judgement and discretion with respect to client relationships and problem resolutions.
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources, procedures and manage desk routines to ensure tasks, timelines and responsibilities are met.
• Meet or exceed strict quality assurance standards.

• Minimum 4 years of Customer Service experience
• Minimum 2 years of experience handling difficult situations with customers.
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organisational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with client begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing…