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About the Role

This role is responsible for performing complex analysis and modeling to minimize loss exposure and negative impacts to the customer experience. Key responsibilities include utilizing a variety of systems such as Excel, SAS, SQL, Tableau, and other relational databases to provide analytical support on strategies, ensure goals are met, and propose policy and procedural changes within segmentation structures to produce optimal results. Job expectations include evaluating data to assess potential fraud risk and create mitigation strategies.

Responsibilities

Use data science and analysis to identify trends, understand root causes, uncover actionable insights, and recommend operational improvements
Source, validate, transform, and integrate data from workforce management, contact center, vendor, capacity, productivity, and performance platforms.
Build and maintain dashboards, automated reports, ETL workflows, data quality checks, and recurring data distributions that support business goals and operational decision-making
Apply SQL, Python, statistical methods, and emerging AI capabilities to support forecasting optimization, scenario analysis, and prescriptive insights
Participate in collaborative reporting and design sessions with organizational stakeholders and business owners to design, build, and deliver scalable reporting solutions
Attend Agile standup meetings, provide timely status updates, support UAT and deployment readiness, and effectively communicate risks, blockers, and dependencies
Collaborate with other developers to create and maintain scalable processes, reusable logic, documentation, governance standards, and development best practices
Partner with Performance Optimization, Scheduling, Strategic teams, technology partners, and business stakeholders to deliver insights that inform critical decisions and help achieve goals
Manage multiple projects and shifting priorities while producing accurate, timely, and high-quality work
Other duties as assigned

Requirements

1+ years of SQL and/or SAS Coding experience
1+ years of Tableau experience
Experience with Python and statistical methods in understanding relationships in data
Advanced Excel proficiency
Strong written and oral communication skills with broad business acumen
Ability to manage multiple projects in a complex and rapidly-changing environment
Excellent time management skills
Ability to work independently as well as part of a team
Strong analytical and problem-solving skills to effectively communicate with technical and non-technical audiences and quickly elevate any risks or challenges.
Positive Attitude and willingness to learn

Skills

Business Analytics
Business Intelligence
Data Quality Management
Fraud Management
Monitoring, Surveillance, and Testing
Collaboration
Data Visualization
Oral Communications
Problem Solving
Written Communications
Analytical Thinking
Critical Thinking
Data and Trend Analysis
Innovative Thinking
Research

Location

Hunt Valley, MD
Las Vegas, NV
Utica, NY
Richmond, VA

Work Type

Onsite (potential requirement)
Full-time

Education Level

Bachelor’s degree (desired, in a quantitative discipline such as mathematics, statistics, economics, business, engineering, finance, or operations research)

Salary/Compensations

$83,800.00 - $127,000.00

Benefits

Discretionary incentive eligible
Industry-leading benefits
Access to paid time off
Resources and support

About the Company

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.
We drive Responsible Growth and deliver 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.
We value the unique perspectives individuals bring from all backgrounds and career paths.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.