Customer Segment Consultant I

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!

Enterprise Job Description:
This role is responsible for providing post-deployment operational support across all Basecamp-related platforms and initiatives. This role ensures platform stability, data integrity, and effective issue resolution through proactive monitoring, escalation management, and cross-functional collaboration.

This individual serves as a centralized owner for support activities, including access management, troubleshooting, reporting validation, and system maintenance. The role requires strong analytical thinking, attention to detail, and the ability to operate effectively across multiple tools and stakeholders.

Key Responsibilities Include:

- Platform Support & Issue Resolution:

- Provide maintenance support across Basecamp platforms, including troubleshooting and issue resolution

- Own and manage escalations end-to-end, ensuring timely resolution and clear status communication

 - Partner with technology and business stakeholders to address system and data-related issues

MAST Support:

- Support stale action plan closure activities

- Manage escalations and access requests

- Perform backend updates, including table maintenance and uploader/DCT processes

- Remediate DCIM-related issues

- Conduct User Acceptance Testing (UAT) for Appian/Angular applications

Basecamp Portal Support:

- Maintain and update alerts within the Basecamp portal

- Manage portal access requests and permissions

- Maintain link inventories and ensure accuracy of resources

- Add and update links, reports, and resources within the portal

- Confirm alignment with ODIN standards

Reporting & Data Quality Support:

 - Process reporting access requests

- Investigate and escalate data issues - Perform quality monitoring and data validation activities

- Conduct daily report validation for APRE/LED reporting outputs Forms

Digitization Tool Support:

- Support access requests and onboarding

- Perform survey updates and configuration changes

- Own and manage escalations related to tool functionality 

Required Qualifications:

 - 3+ years of experience in operations support, systems support, or analytics environments

- Experience managing access requests, escalations, and issue resolution - Strong analytical and problem-solving skills with attention to detail

- Experience with reporting, data validation, or quality monitoring

- Demonstrated ability to manage multiple priorities and stakeholders

Desired Qualifications:

- Experience with Appian, Angular, or similar enterprise platforms

- Exposure to User Acceptance Testing (UAT)

- Familiarity with data governance and access controls

- Experience supporting enterprise portals or workflow tools

Skills:

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Customer Segment Consultant I

Shift:

Hours Per Week: