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!

Team Overview:
Global Risk Analytics (GRA) and Enterprise Independent Testing (EIT) are sub-lines of business within Global Risk Management (GRM). Collectively, they are responsible for developing a consistent and coherent set of models, analytical tools, and tests for effective risk and capital measurement, management and reporting across Bank of America. GRA and EIT partner with the Lines of Business and Enterprise functions to ensure the capabilities it builds address both internal and regulatory requirements, and are responsive to the changing nature of portfolios, economic conditions, and emerging risks. In executing its activities, GRA and EIT drive innovation, process improvement and automation.

Job Description:
Enterprise Independent Testing (EIT) The Employee Quality Review (EQR) team centralizes end-to-end testing, process ownership, and subject matter expertise for unique, employee-based testing across all Lines of Business. EIT has established itself as the enterprise utility to test all end-to-end processes on behalf of Second Line of Defense, Frontline Units (FLUs) and Control Functions (CFs), enabling more efficient and effective testing. EIT is transforming the way testing is built and executed with digital transformation, implementing automation, and leveraging cutting edge Artificial Intelligence/Natural Language Processing technologies. EIT carries a portfolio of 8,000+ tests and has a global footprint of testing professionals across the United States, Europe, Asia and Latin America as well as Global Business Services (GBS) associates.

We are seeking Testing Analysts to join our team. This role is integral to the Bank’s commitment to process excellence and the candidate will learn about, and conduct activities that support, all aspects of the end-to-end testing lifecycle. The team develops and executes tests to evaluate the effectiveness of Bank of America’s processes and controls, and adherence to applicable Laws/Rules/Regulations, policies, and procedures. The processes to be assessed are in areas that span across all Lines of Business from Consumer to Global Markets and cover Products (e.g., card, mortgage, derivatives), Regulations (e.g., Reg W, Dodd Frank), and Enterprise Processes (e.g., Fraud, AML, Payments, Complaints), providing an opportunity for candidates to gain wide exposure to how the Bank operates early in their careers. The outputs of the tests are used by the Bank to drive process improvements and timely detection and reporting of errors

The Testing Analyst monitors and evaluates the quality of inbound/outbound telephone calls and/or video or chat reviews using procedural, regulatory as well as quality standards and guidelines. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. May review casework and determines if actions and decisions are in accordance with regulatory requirements. Leverages Subject Matter expertise and recent experience aligned to Client Services

As a Testing Analyst, main responsibilities include:

• Accountable for accurate and timely test execution

• Execute testing requiring administrative judgment in the execution of complex testing according to the determined scope

• Collaborate with Compliance and Operational Risk officers and/or Front Line Unit process owners on the identification of themes and trends at the Front Line Unit, control function and enterprise level

• Independently identify risk defects and root cause for finding placement and details defects

• Examine loan documentation for accuracy and completeness

• Provide training and direction to more junior staff as appropriate

• Elevate errors and recommends enhancements as appropriate

• Review reversal requests/arbitration appeals as well as analyze results

• Work special projects as necessary

• Subject Matter Expert (SME) on appointed tests collaborating with business partners, etc.

• Perform Quality Assurance Testing

• Contributes to Test Development Intakes as needed, including test script edits and pilot testing

• Create and submit redlined test scripts for Simple Path processing

• Point-of-contact for Support Lead or assist Testing Lead when needed

Required Education & Experience:

• Minimum of 1+ years’ work experience

• Bachelor’s Degree or equivalent experience

Required Skills:

• Proficient in the Microsoft suite with an emphasis on excel

• Applies critical thinking and connects the dots on how processes relate to one another

• Feels ownership and accountability for delivering high quality work, able to prioritize effectively, adapt, and meet strict deadlines

• Drives Operational Excellence

• Acts with Courage and Conviction

• Strong written, verbal and delivery skills.

• Strong Partnership and Influencing Skills

• Attention to Detail

• Adaptability

• Collaboration

• Problem Solving

• Organized and able to multi-task in a fast-paced environment

• Ability to think independently, solve complex problems, and suggest solutions.

• Ability to test across multiple lines of business

• Sees opportunities, risks, and connections while engaging with others across different functions and connecting the dots across the organization

Desired Skills:

• Minimum 1-2 years in Client Services experience

• Experience with Fraud and Claims skills

• Ability to use NICE, Nexidia, or applicable front-line-unit platform

• SharePoint, SQL, or strong excel skills

Skills:

• Adaptability

• Attention to Detail

• Collaboration

• Monitoring, Surveillance, and Testing

• Problem Solving

• Data Privacy and Protection

• Influence

• Issue Management

• Reporting

• Underwriting

• Interpret Relevant Laws, Rules, and Regulations

• Quality Assurance

Shift:

Hours Per Week: