Performance Analyst - Call Routing Strategy Analyst Ii/Iii

Bank Of America Corporation Newark , DE 19712

Posted 1 week ago

Job Description:

Job Description Summary

Responsible for performing more complex analysis and modeling for multiple products with the goal of maximizing profits and asset growth and minimizing risk and operating losses and/or other financial and marketing exposures. Develops complex program models to extract data and uses multiple databases to acquire statistical and financial data. Utilizes portfolio trends to propose policy/procedural changes within segmentation structure to produce optimal results. Excels at risk/reward trade off. Build relationships with external agencies. Participates in the rollout of company-wide pilot programs developed as a result of programmed models. Duties primarily include the regular use of discretion, independent judgment, the ability to communicate with multiple levels of management and the utilization of core leadership behaviors. SAS and/or MicroStrategy experience preferred; 2-5 years experience preferred.

Job Description

Role tasked with delivering on multi-phased transformation of call routing strategies. Candidate will be be part of a team focused on development and execution data driven call optimization. Responsible for performing complex analysis, developing trend reporting, and making recommendations for strategic. Utilizes a variety of tools including, but not limited to Excel, Access, Visual Basic, and SAS/SQL at an intermediary level. Provides analytical support on various strategies to ensure company goals are met. Coordinates the production of performance reports and updates for senior management. Role will routinely involve quantifying impacts and building compelling business cases to drive change. Duties include the regular use of discretion and independent judgment. 2-5 years of analytics experience required

Required Skills:

  • Analytical skills with background in writing SQL or SAS and VB code (2-5 years of experience required)

  • Independent self-starter, with a proactive approach to the role

  • Strong analytical and problem-solving abilities, with quick adaptation to new technologies, methodologies, and systems

  • Ability to work in a fast-paced environment and drive quality results

  • Advanced Excel skills (pivot charts/graphs, macros, XML)

  • Excellent written and verbal communication skills

  • Build relationships and think critically about people, process and technology opportunities for future improvement

  • Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others

  • Collaborates across teams, including business management, finance, and risk/compliance partners

Desired Skills:

  • Collections & Recovery experience

  • Call delivery experience

  • Previous strategic experience

  • College degree preferred

  • Telephony experience (Avaya, IVR, CME, routing)

Posting Date: 01/07/2019

Location: Phoenix, AZ, CAMELBACK BLDG, 1825 E BUCKEYE RD, Brea, CA, 275 Valencia Ave (CA7701), Newark, DE, Deerfield III, 655 Paper Mill Rd, Jacksonville, FL, BANK OF AMERICA OFFICE PARK, 9000 SOUTHSIDE BLVD BLDG 600, Kennesaw, GA, 210 Townpark Dr NW (GA9080), Charlotte, NC, GATEWAY VILLAGE, 900 W TRADE ST, Greensboro, NC, BANK OF AMERICA TRIAD CENTER, 4161 PIEDMONT PKWY, - United States

Travel: Yes, 5% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift


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Performance Analyst - Call Routing Strategy Analyst Ii/Iii

Bank Of America Corporation