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Job Information

Bank of America Operations Control Analyst in Addison, Texas

Operations Control Analyst

Addison, Texas

Job Description:

The Operations Control Analyst delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand 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) withcustomer.

Required Skills:

• Minimum of 1 year customer service experience in call center environment in the Banking/Financial industry handling

• Bi-lingualSpanish

• 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

Initiallyyou may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

  • Sufficient room to set up a laptop, monitor, keyboard and mouse

  • Comfortable space to work for a full shift

  • Quiet, private and SECURE space in which to work

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday 8:00am - 5:00pm

Referral Bonus Amount:

600

Job Description:

The Operations Control Analyst delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand 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) withcustomer.

Required Skills:

• Minimum of 1 year customer service experience in call center environment in the Banking/Financial industry handling

• Bi-lingualSpanish

• 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

Initiallyyou may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

  • Sufficient room to set up a laptop, monitor, keyboard and mouse

  • Comfortable space to work for a full shift

  • Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21054940

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Jessica Horn

Referral Bonus:

600

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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