View Job

IVR Performance Analyst - Cons Prod Strategy Analyst II/III

Bank of America | Newark DE 19711 USA | Full Time | Posted: 09/20/2019

Job Descriptiontop

Job Description:

Collections and Recovery Operations Enablement develops strategies that help our customers through difficult times while mitigating losses for the Bank.  The Consumer Product Strategy Analyst must be able to work independently to develop recommendations that consider their research and analysis, the regulatory framework, and competing strategies.  The analyst must then utilize communication and influencing techniques to build consensus and drive implementation.  This high visibility position offers a unique opportunity to interact with senior managers and drive significant business results.

Responsible for performing complex analysis aimed at improving portfolio risk, profitability, and optimizing IVR performance for consumer products.  Expectations include identifying business trends based on economic and portfolio conditions and executing strategic enhancements.  The core focus of the group is building transformational call routing strategies through use of quantitative analytics to maximize ROI while maintaining operational quality and ensuring a positive customer experience.  Candidate must be intellectually curious with a mind for innovation and proven ability to develop/execute on objectives in a data driven environment.  This includes quantifying value to build compelling business cases and delivering persuasive executive level presentations.  Detailed knowledge of SAS / SQL, financial statements, and business processes preferred. 2+ years strategic analysis experience preferred.

Required Skills:

• Strong analytical and problem solving skills as demonstrated by 2-5 years of related experience

• Quantitative analyst experience (2-5 years), including skills like data mining and statistics within SAS, SQL, VB, Python, R or similar platforms

• Strong evidence of leveraging analytics and data visualization to drive business results

• Skilled with MS Office (PowerPoint, Excel, Access, Word)

• Proficient at written and oral communication, including presentation skill

Desired Skills:

• Collections & Recovery experience

• IVR design and optimization experience

• Telephony experience (Avaya, Aspect, Genesys – call routing, dialer)

• Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)

• Experience with business case development/financial statements

• Experience with process design/redesign (ex. Six Sigma, Engineering)

• Experience with Tableau

• Project / Change Management experience

• Advanced Degree (MBA (Operations preferred), Industrial Engineering, Statistics, etc.

Position may be hired as an Analyst II, III or Market Information Mgr I depending on experience.

Enterprise Description:

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.


1st shift (United States of America)

Hours Per Week:


Job Detailstop

Location Newark, DE, 19711, United States
Categories Education/Instructor/Training

Location Maptop

Contact Informationtop

Contact Name -
How to apply Employer provided a link where your application will be accepted. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Job Code 19055281-6

Featured Employers - view all