Operations Support Lead II, CARE Regulatory Complaints

Bank of America

. Provide operational support and oversight to ensure quality outcomes and timely resolution of cases and business activities .

Posted 9/21/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CARE Regulatory Complaints, with a focus on risk-based reviews, process improvement, and compliance. Proficient in data management and reporting, while fostering collaboration and operational effectiveness across teams.

Highest-signal resume keywords

CARE Regulatory ComplaintsRisk-Based ReviewsData ManagementMicrosoft Office ProficiencyAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Risk-Based ReviewsData ManagementProcess ImprovementReportingQuality Assurance

Soft Skills

Customer Centric ApproachStrong Ownership SkillsCollaboration SkillsAdaptabilityCritical Thinking

Tools & Technologies

Microsoft OfficeSharePoint

Industry Keywords

Regulatory ComplaintsSLA AdherenceOperational SupportCompliance StandardsProcess Gaps

About the role

Key responsibilities & impact

Provide operational support and oversight to ensure quality outcomes and timely resolution of cases and business activities
Conduct risk-based reviews to identify quality concerns, process gaps, and control weaknesses
Monitor case pipelines, escalations, and SLA adherence to mitigate delays and resolution barriers
Review client-facing communications for accuracy, quality, and compliance with established standards
Perform reporting and trend analysis to identify risks and recommend process improvements
Remediate operational and system issues while supporting sustainable corrective actions
Assist with process, procedure, and control updates in response to business and regulatory changes
Partner with business leaders and stakeholders to strengthen controls and improve operational effectiveness
Manage operational support activities, including access management, equipment provisioning, and records retention
Apply critical thinking and sound judgment to proactively identify and resolve risks
Support functions such as system access, reporting, and SharePoint maintenance
Assist managers in ensuring employee readiness and support the business in meeting operational goals

Requirements

What you’ll need

Minimum 2 years current experience in CARE Regulatory Complaints
Working knowledge of CARE Regulatory Complaints policy and procedures
Experience in regulatory complaints and escalations
Must be self-motivated and a role model of Bank of America's Values
Customer centric approach to problem resolution
Must work well in a team environment, as well as independently
Strong ownership skills
Must have a strong and positive work ethic and follow Bank of America's Core Values
Must be flexible and adapt quickly to change
Ability to multi-task and meet specific performance goals
Proficient in Microsoft Office tools including PowerPoint, Excel and Word
Excellent written and oral communication skills
Strong analytical skills and experience with data management and reporting
Strong collaboration and partnering skills; ability to work across functions and partner

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for teammates’ physical, emotional, and financial wellness
Opportunities to learn, grow, and make an impact
In-office culture supporting collaboration, engagement, and career development
Appropriate level of flexibility based on role-specific responsibilities and business needs