Sr Business Control Specialist - Complaints Strategy & Analytics Analyst

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Complaints Strategy & Analytics Analyst supports the Consumer Investments Complaints Program by delivering data-driven insights that enable effective risk mitigation, process improvement, and strategic decision-making. This role partners closely with the Complaints Program Manager to analyze complaint volumes, trends, and drivers, helping leadership understand what is happening, why it is happening, and where action is required.

The Analyst performs complex analysis of complaint, operational, and performance data to identify gaps, emerging risks, and out-of-tolerance results. The role emphasizes executive‑ready reporting, advanced analytics, and the use of automation, advanced data transformation techniques, and AI‑enabled tools (including Copilot) to improve insight quality, speed, and scalability.

This position is highly visible and requires routine interaction with senior leaders, business partners, and control functions.

Responsibilities:

• Analyze customer complaints to identify trends, volume drivers, process gaps, and risk mitigation opportunities

• Perform complex quantitative and statistical analysis to identify emerging risks, patterns, and outlier metrics

• Develop, maintain, and enhance dashboards, scorecards, and performance reporting for complaints leadership

• Partner closely with the Complaints Program Manager to provide insights that support strategy, prioritization, and execution

• Monitor key performance indicators and identify out‑of‑tolerance results requiring deeper review or remediation

• Support root cause analysis and development of data‑driven remediation recommendations

• Leverage advanced Excel, data mining and data transformation tools (e.g., Power Query, SQL), automation, and AI‑enabled analytics to improve reporting efficiency and insight generation

• Extract, integrate, and transform data from multiple sources (including sources outside of MDM) to enhance analytical context, trend analysis, and volume drivers

• Adopt and leverage Copilot and AI‑assisted analytics, including prompt drafting, to support insight generation, automation, and executive reporting

• Produce executive‑level presentations that clearly communicate results, trends, and business implications

• Coordinate production of recurring complaints performance reporting and ad hoc analyses for leadership and stakeholder forums

• Work collaboratively with business, operations, risk, legal, compliance, and technology partners

• Challenge existing reporting, metrics, and processes to continuously improve complaints oversight, transparency, and effectiveness

Strategic Program Support

More specifically, this role will:

• Support execution of the Preferred Complaints organization’s strategic vision through analytics, insight generation, and technology‑enabled data solutions

• Enable leadership understanding of complaint volumes, themes, and leading indicators of client dissatisfaction

• Assist with tracking and monitoring progress against strategic initiatives, process efficiency efforts, and risk mitigation actions

• Support preparation of materials used in leadership forums, including executive reviews and complaints governance routines

Requirements:

• Understanding of Consumer Investments clients, products, and service environment

• Advanced Microsoft Excel and PowerPoint skills, with the ability to synthesize complex data and tell a clear executive‑level story

• Demonstrated ability to perform rigorous statistical and trend analysis across large data sets

• Experience working with complex data structures and transforming raw data into usable analytical outputs

• Strong analytical mindset with experience identifying risks, anomalies, and data‑driven opportunities

• Ability to manage multiple priorities, meet deadlines, and work independently with minimal oversight

• Strong organizational, communication, and presentation skills

• Comfort partnering cross‑functionally and influencing stakeholders through data and insight

• Willingness to challenge the status quo and improve processes, controls, and reporting outcomes

Desired:

• Experience in complaints management, business controls, risk, audit, or data analytics

• Familiarity with complaint‑related regulatory expectations or control environments

• Advanced data mining and data transformation experience, including tools such as Power Query and/or SQL

• Experience applying automation or AI‑enabled analytics to reporting or operational insights

• Familiarity with Copilot or other generative AI tools, including prompt drafting and practical application in a business analytics context

• Prior exposure to senior leadership reporting or governance forums

• Previous management or project leadership experience a plus

Skills:

• Controls Management

• Issue Management

• Monitoring, Surveillance, and Testing

• Quality Assurance

• Risk Management

• Analytical Thinking

• Attention to Detail

• Critical Thinking

• Problem Solving

• Written Communications

• Decision Making

• Innovative Thinking

• Prioritization

• Recording/Organizing Information

• Research

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent; Bachelors Degree or equivalent work experience preferred

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$70,000.00 - $104,400.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This 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.

Benefits

This 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.