Policy StrategistKennesaw, Georgia;Newark, Delaware; Phoenix, Arizona; Lincoln, Rhode Island; Chandler, ArizonaJob 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:This job is responsible for working closely with stakeholders across the organization to identify and drive transformational process improvements which will maximize operational efficiency, reduce losses, and improve the customer experience. Key responsibilities include managing change, risk, and operational readiness for operations functions per Business and Enterprise Change Management policies. Job expectations include owning and maintaining content used by operations, including procedures and letters, and ensuring materials adhere to standards and policies.This role is to provide Production Support for the Claims Research Resolution (CRR) Operations Teams for all Billing Disputes and Fraud Claims. Candidate will work closely with the claims line of business managers, the Pega application development team, and technology partners to identify, troubleshoot, and resolve systems issues. Production support and management activities encompass, but are not limited to, application monitoring, addressing user inquiries, handling production incidents, and troubleshooting application performance issues.
Hands-on experience supporting client applications with close interaction with business users and the application team, preferably in Claims.
Proven ability to solve production “down” situations under tight SLA deadlines.
Experienced in delivering presentations to leadership and LRC (Legal, Risk, and Compliance) stakeholders.
Experience in conducting root cause analysis and identifying process or system issues.
Proficient in maintaining records and files in compliance with bank retention policies.
Experience in project management, analytics, or production support.
Customer centric approach to problem resolution. Exceptional critical thinking skills with an end-to-end perspective.
Self-motivated and cable of working independently as well as collaboratively within a team.
Strong sense of ownership and accountability.
Adaptable and able to quickly respond to changing priorities.
Excellent at prioritizing tasks and meeting deadlines.
Advanced proficiency in Excel, PowerPoint, and SQL.
Excellent written and verbal communication skills.
Strong work ethic, aligned with Bank of America’s Core Values.
Responsibilities:
Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques such as Six Sigma
Leads Universal Change Risk Assessment (UCRA) development and related work groups and takes into account the UCRA policy when documenting relevant projects
Understands and quantifies risks associated with new or proposed processor procedural changes, products, and programs
Owns, develops, reviews, and maintains content for supported operations functions, including procedures, letters, and process maps
Decisions made during the incident review may have significant impact affecting more than line of business area.
Skills:
Business Process Analysis
Policies, Procedures, and Guidelines Management
Process Design
Process Simplification
Technical Documentation
Collaboration
Customer Experience Improvement
Influence
Innovative Thinking
Presentation Skills
Attention to Detail
Business Case Analysis
Consulting
Problem Solving
Process Mapping
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalentThis position is not eligible for sponsorship.Required Qualifications:
Proficiency with writing SQL queries for data retrieval and analysis
Advanced Experience with Microsoft Excel and PowerPoint.
Excellent written and verbal communication skills, with the ability to communicate with senior stakeholders clearly, concisely, and persuasively.
Strong independent problem-solving skills, utilizing critical and analytical thinking to address complex issues.
Expertise in business analytics, data mining, and trend analysis to drive data-driven decisions.
Desired Qualifications :
Billing Dispute and/or Fraud Claims line of business experience.
Experience with regulations (Reg. E, Reg. Z, NACHA).
Claims System experience: EPIC, ENG, BASS, MSS, Blast, Visa, Visa PAS, Mastercard, TSYS, Lexis Nexis, GCA Content Navigator.
Shift:1st shift (United States of America)Hours Per Week:40Pay Transparency detailsUS - RI - Lincoln - 670 George Washington Hwy (RI1541)Pay and benefits informationPay range$77,200.00 - $96,800.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.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/OFCCPEEOSupplementFinalJRFQA508c.pdf) .View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.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 .This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.