Jobs for People with MS: National MS Society

Complaints - Sr. Business Control Specialist

Newark, Delaware;Jacksonville, Florida

Job Description:

The Consumer Conduct and Complaints Team is seeking an experienced, motivated individual to join our high performing team as a Complaints Sr. Business Control Specialist.

Job Description:

As a key member of our team, you will be responsible for executing internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include driving processes and using tools to ensure adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones. Specifically, you will participate in the management of the end-to-end complaint processes and controls as set forth by the Complaint Standard for Retail, Preferred and Small Business (RPSB) front line units (FLUs). You will work directly with the process owner and control partners to perform functions such as: control design and execution, performance oversight, monitoring, risk identification, and assisting with managing and remediating issues.

Responsibilities

Assists in the execution of internal control discipline and operational excellence for the RPSB Conduct and Complaints Program, including, but not limited to:

•Contributes toward designing, testing, executing, and monitoring program controls

•Conducts and coordinates quality inspection reviews to enhance employee performance and control effectiveness

•Ensures timely and accurate execution of quality assurance activities

•Delivers results that may be inputs into reporting, status updates, and stakeholder presentations

•Detects and helps mitigate risks

•Escalates issues and assists with remediation activities

•Identifies control and process improvements

•Produce and/or reviews documentation for audit evidence as applicable

•Provide inputs into deliverables such as procedures and job aides

Required Skills

•Bachelor’s degree and/or 3-5 years related work experience

•2+ years of experience in Consumer / Retail, Preferred and Small Business

•Self-motivated and able to work autonomously

•Ability to adapt to a fast paced, changing environment

•Controls, risk and issues management experience

•Monitoring, inspection, and testing proficiency

•Quality assurance / attention to detail

•Analytical / critical / innovative thinking; capable of grasping new concepts in short timeframes

•Effective in problem solving and decision making

•Outstanding written and verbal communication skills

•Ability to perform thorough research

•Strong organizational and time management skills, including ability to prioritize multiple competing deliverables

•Project management experience, including planning and stakeholder management

Desired Skills

•Microsoft Office suite of products: Word, Excel, PowerPoint, and SharePoint

•Experience capturing, documenting and/or resolving complaints

•Complaint Tracking & Resolution (CTR)

•Tableau

•Nexidia

•Voices

•Data analytics

Shift:

1st shift (United States of America)

Hours Per Week:

40

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 .