Bank of America Client Quantitative Analyst I in Jacksonville, Florida

Job Description:

  • Responsible for acquiring, managing, and transforming data into meaningful information that supports BAC’s Contact Center Channels (IVR & Agent). This role will report to the manager of Contact Center Channel Analytics.

  • The primary focus will be on driving analytical methods to understand Contact Center customer traffic, including which customers interact with the IVR and Agent, why they call, and how often they call.

  • Identify opportunities for agent call reduction through digital adoption, usage of self-service channels, enhancements in routing, and improvements in call resolution.

  • Execute observational studies to identify key drivers of customer Contact Center channel engagement and improve customer experience

  • Independently seeking and gathering relevant study information, via discussions with subject matter experts, analytics peers, or internal/external research.

  • Communicating study options, their tradeoffs and results in a clear and concise manner.

  • Collaborating with multiple functional groups including analytics, model risk management, legal, compliance, and technology

  • Managing and prioritizing tasks, delivering high quality analyses, completing project documentation, and presenting results to multiple teams and business partners.

  • Self-managing large efforts by breaking down work and communicating timelines to stakeholders

Required Skills:

  • Bachelors Degree in Finance, Math, Statistics, Computer Science or related analytical field and/or equivalent work experience

  • 2+ years experience in applied statistical analysis (DOE/observational studies) and/or model development.

  • 2+ years experience in a marketing or business strategy role.

  • Excellent communication skills (written and verbal).

  • Proficient in R or Python, SQL, MS Excel and PowerPoint

  • Ability to navigate complex data environments and manipulate large data sets to identify relevant insights.

  • Ability to work in a team environment as well as independently.

  • Self-motivation, self-direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines.

  • Attention to detail

Desired Skills:

  • Banking /Finance/Marketing work experience.

  • Knowledge and usage of key data stores (e.g. W data warehouse)

  • SAS Enterprise Guide, Enterprise Miner, JMP, Regular Expressions

Posting Date : 09/14/2017

Location : US-FL-Jacksonville, US-NC-Charlotte

Travel : Yes, 5% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Assistance for Applicants with Disabilities

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at .

Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Frequently Asked Questions

Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at section for answers to these questions and more.