Consumer Investments Client Services - Sr. Resolution Manager

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
The Sr. Resolution Manager provides expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need. The Sr. Resolution Manager uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved. As the central point for issue resolution within Client Services, the Sr. Resolution manager will resolve client needs through point of call resolution, client outreach, and active floor support for Client Services teammates, providing both reactive and proactive education to coach teammates on how to deliver a world class client experience.

In addition to service resolution, the Sr. Resolution Manager utilizes their experience resolving client paint points as a starting point to identify and drive operational excellence initiatives to improve the overall client experience for Client Services. Through this role, the Sr. Resolution Manager has the opportunity to develop their project management leadership skills.

Required Qualifications:

• Time required in job = 1 year from date training completed
• For internal employees; participation in a work from home posture does not make you ineligible to post.
• Series 7, 66 required
• Ability to problem solve and find solutions in a self-sufficient manner
• Ability to de-escalate and turn negative client experiences into positive ones
• Expertise in service call handling, resolving complex issues
• Ability to interface with partners in other businesses for issue resolution, while owning client contact
• Collaborates effectively to get things done, building, and nurturing strong relationships.
• Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
• Is confident in identifying solutions for clients based on their needs and is an expert at resolving problems independently and/or while interfacing with other LOB partners (CIOS, MLSN, back office teams) for issue resolution while owning all client contact.
• Efficiently manages their time and capacity.
• Exceptional interpersonal communication skills with clients, teammates, and enterprise partners.
• Skilled at collaborating with a team, to meet deliverables in a fast past, ever changing environment.

Desired Qualifications:

• Basic trade knowledge
• Knowledge of the Merrill Edge website and platform
• Previous leadership experience, or strong ability to influence and motivate colleagues to improve their ability to deliver a world class client experience.
• Previous project management experience.

Skills:

• Account Management
• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Trading
• Active Listening
• Critical Thinking
• Decision Making
• Emotional Intelligence
• Result Orientation
• Client Experience Branding
• Client Solutions Advisory
• Prioritization
• Referral Identification
• Written Communications

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - MA - Boston - 285 Huntington Ave - HUNTINGTON AVENUE BC (MA5141), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)Pay and benefits informationPay range$42.19 - $47.34 hourly pay, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.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.