Account Management Ops Team Lead

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!

Job Description:
This job is responsible for providing subject matter expertise across an account management operations function, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries, escalations, and approvals including team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager for direction and support when necessary while maintaining a deep knowledge of all key functions supported.

LOB Description:

Upon the receipt of billing information, fee schedules, and commission payment data, the Institutional and Retirement Billing team ensures billing and revenue activities are reviewed and processed accurately. Once billing and payment activities are completed, the team manages invoice distribution, revenue collection, and commission processing to support prompt, reliable financial services and a seamless experience for clients and business partners.

Responsibilities:

• Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met by overseeing fee setup, billing calculations, invoice distribution, payment processing, and revenue collection activities
• Provides day-to-day training and coaching to team members while addressing employee inquiries and escalations by guiding associates through billing exceptions, payment variances, and complex processing issues
• Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate by tracking billing, receivable, commission, and payment activity to ensure prompt completion of deliverables
• Conducts quality assurance reviews and provides routine supervisory manager approvals by reviewing billing calculations, invoice accuracy, payment entries, and commission processing results
• Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions by investigating payment variances, rejected transactions, and outstanding receivable issues
• Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation by confirming billing and payment activity, ensuring financial entries are correct, and addressing control gaps
• Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational units by coordinating invoice, revenue, receivable, and commission activities across business partners and support teams
• Identifies and recommends opportunities for process improvement and risk mitigation to senior management by analyzing billing trends, exception volumes, and payment issues to improve accuracy and operational efficiency

Required Qualifications:

• Minimum of 2 years of experience executing and supporting complex operational processes by established procedures, service levels, and control requirements
• Minimum of 1 year of experience providing training, coaching, guidance, or workflow oversight to other employees
• Experience reviewing operational transactions, financial activity, or client documentation for accuracy, completeness, and compliance with established requirements
• Experience managing high-volume workflows, prioritizing work for self or others, and consistently meeting established service level expectations
• Experience researching and resolving operational exceptions, discrepancies, or escalated issues while adhering to established controls and risk management practices
• Ability to work extended hours during peak hourly time such as quarterly billing
• Experience using Microsoft Excel to analyze data, reconcile information, or support operational reporting by using v-lookup, pivot tables etc.
• Experience in general accounting and financial reporting principles

Desired Qualifications:

• Experience in performing billing, receivable, payment processing, revenue collection, or other finance-related operational activities
• Experience conducting quality assurance reviews or confirming financial, operational, or client data for accuracy
• Experience collaborating with cross-functional partners to resolve issues and support business initiatives
• General knowledge of wealth management, retirement, lending, or investment products

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Coaching
• Problem Solving
• Written Communications
• Mentoring
• Prioritization
• Result Orientation
• Numerical Reasoning
• Intellectual Curiosity
• Growth Mindset

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)Pay and benefits informationPay range$27.41 - $35.75 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.