• Job Description

  Req#: 24045096

  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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

  One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

  Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

  Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

  Job Description:

  Support testing environment for CSCA thru design of testing and supporting documentation to ensure adherence to enterprise-wide standards, policies and procedures for testing.

  Responsible for developing of clear, concise and accurate content for tests across CSCA:

  • Liaison responsible for developing, maintaining and documenting key requirement for testing
  • Partners with various lines of business and business partners to execute on large, complex, long-term projects but will also participate in urgent, quick turn work.
  • Ensures resources are regularly maintained in accordance with bank standards and requirements
  • Primary point of contact for review and assessment of existing and new testing needs
  • Works as liaison between FLU and EIT to ensure adherence to all testing, enterprise and business guidelines and requirements

  • Support the business in identifying impacts relative to the organization’s testing needs, and coordinating with business leaders to develop testing to support process strength and business performance.

  Required Qualifications:

  • Technical writing experience including procedure writing, process or test design and/or curriculum design
  • Knowledge of key laws, rules, regulations and policies applicable to key business processes
  • Subject matter expertise of contact center processes
  • Strong critical thinking and problem solving skills used to partner across various levels of leadership
  • Proactively identifies and escalates gaps and opportunities to enhance controls and/or processes
  • Communicates effectively and confidently with business partners
  • Comfortable receiving ongoing performance feedback and coaching
  • Ability to learn and adapt to new information and technology platforms

  Desired Qualifications:

  • 2+ years of experience with Client Services and/or Credit Assistance
  • 2+ years experience in testing environment

  Skills:

  • Customer and Client Focus
  • Issue Management
  • Active Listening
  • Decision Making
  • Drives Engagement
  • Problem Solving
  • Analytical Thinking
  • Monitoring, Surveillance, and Testing

  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 (MD5031), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NV - Las Vegas - 6900 Westcliff Dr - BANK OF AMERICA WEST BC (NV1149), US - NY - Elma - 611 Jamison Rd - (NY7507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

  Pay and benefits information

  Pay range

  $69,000.00 - $103,900.00 annualized salary, offers to be determined based on experience, education and skill set.

  Discretionary incentive eligible

  This 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.

  Benefits

  This 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.

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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