Business Control Specialist (Retail Contact Center)

Bank of America•Phoenix, AZ

4d•Onsite

About The Position

This job is responsible for executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF by gathering and organizing data to help identify, track, and report issues and control improvements for remediation. The Business Control Specialist supports strong governance, risk management, and control practices across the organization. This role monitors business activities to ensure compliance with internal policies and regulatory standards and provides support for audit-related activities. Responsibilities include performing call evaluations, conducting research, perform case management, analyzing risk, and supporting the identification and remediation of control gaps to enhance operational effectiveness. The specialist works in a high-volume, fast-paced environment and is expected to meet established turnaround times, productivity goals, and accuracy standards. This role requires the ability to work independently, manage multiple priorities, and proactively identify and escalate risks or issues.

Requirements

2+ years of experience supporting Retail Consumer/Preferred Card and Deposit products in a contact center environment
Strong attention to detail with effective problem-solving and decision-making skills
Effective listening, comprehension, and communication skills
Ability to manage workload independently while meeting strict time adherence and volume requirements
Strong organizational skills with the ability to multitask and prioritize competing demands
Proficiency in PC applications, including Microsoft Word, Excel, PowerPoint, and web browsers
Ability to work effectively both independently and in a team environment
Comfortable receiving ongoing performance feedback and coaching

Nice To Haves

One or more years of experience in a client service role
Willingness to support teammates and contribute to overall business objectives

Responsibilities

Support remediation efforts for identified control gaps, emerging risks, and process deficiencies
Monitor and analyze trends to support proactive risk mitigation
Contribute to the continuous improvement of control frameworks and documentation
Research defects and support internal and external audit remediation activities
Track audit findings, issues, and action plans to ensure timely resolution
Collaborate with teammates and business partners to validate remediation and sustain control improvements
Conduct call evaluations to assess compliance, quality standards, and risk exposure
Document findings and provide clear, constructive feedback
Identify systemic issues or trends impacting risk, compliance, or performance
Perform research to support audit responses, risk assessments, and control reviews
Analyze data and reports to identify patterns, exceptions, and control weaknesses
Prepare summaries, dashboards, and management reporting on key risks and findings