Consumer AML Operations | Know Your Customer Contact Center Bilingual Agent

Job description

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 conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships. Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and problem-resolution skills in a call center environment. Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience. Exceeds monthly efficiency objectives and maintains high call quality standards. Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer. Responsibilities: Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues Provides quality assurance review and testing on operating key controls Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry Required skills: Minimum of 1 year customer service experience in call center environment in the Banking/Financial industry handling Ability to tactfully handle customer concerns ​ Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed Excellent verbal and interpersonal communication skills Bi-lingual Spanish Desired Skills: Adaptability Analytical Thinking Critical Thinking Data Collection and Entry Data Quality Management Collaboration Decision Making Interpret Relevant Laws, Rules, and Regulations Problem Solving Research Analysis Customer and Client Focus Innovative Thinking Oral Communications Prioritization Quality Assurance Shift: 1st shift (United States of America) Hours Per Week: 40