Senior Business Analyst

Fiserv•Hagerstown, MD

2d•Onsite

About The Position

As a Senior Business Analyst, you will support the Process Management and Efficiency team dedicated to Bank of America by researching issues, documenting complaint resolution activity, and identifying opportunities to improve processes across teams. You will work across multiple systems and partner with internal stakeholders and bank teams to strengthen client satisfaction, improve reporting, and support operational efficiency.

Requirements

3+ years of experience in merchant processing, complaint management, operations support, or a related payments environment
3+ years of experience using merchant servicing or operational systems such as Client360, FDPOS, eMSA, or similar platforms
3+ years of experience analyzing data, researching issues, and documenting findings in a regulated or client-facing business environment
Experience communicating clearly in verbal and written formats with internal teams, external partners, and cross-functional stakeholders
Experience managing multiple tasks under stringent deadlines while maintaining accuracy, professionalism, and consistent follow-through
Ability to apply critical thinking, sound judgment, and structured problem-solving to support complaint resolution and process improvement
Bachelor's degree in business, finance, operations, or a related field, or equivalent combination of education, related experience and/or military experience
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Experience supporting bank partner reporting or complaint resolution programs for a large financial institution
Experience identifying process improvement opportunities and helping implement operational changes across teams
Experience working with call center operations, service teams, or customer complaint workflows
Experience with trend analysis, reporting, or root cause documentation related to merchant or payments operations

Responsibilities

Review, analyze, and document complaint data to support reporting, root cause analysis, and resolution tracking
Research issues across multiple merchant processing systems to identify trends, validate findings, and support timely complaint resolution
Support call center teams by providing guidance on complaint handling, process improvement opportunities, and operational coaching
Complete root cause analysis for assigned cases and document findings with a high level of accuracy and attention to detail
Partner with Bank of America teams and internal stakeholders to improve the complaint management program and strengthen cross-functional collaboration
Contribute to initiatives that improve workflows, team efficiency, reporting quality, and service outcomes across dedicated teams and related business areas

Benefits

Fuel Your Life program to support your physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
Eight Employee Resource Groups to foster a collaborative culture and expand your network
Unparalleled professional growth with training, development, and internal mobility opportunities
Medical, dental, vision, life, and disability insurance options available from day one
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan
Tuition assistance and reimbursement program
Paid parental and military leave