Lead Operations Representative - Enterprise Transaction Services Cash and Transportation

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!

This job is responsible for handling day-to-day Operations processes and working towards deadlines. Key responsibilities include completing all workflows, providing guidance to other team members, assisting internal business partners, and providing functional expertise. Job expectations include performing routine and various item processing functions under moderate supervision within a process that has built-in checks and balances.

LOB

Processes transactions in one or more of the company's internal operations to support domestic and international consumer, commercial and wholesale bank businesses or services functions. Is seen as a subject matter expert and good resource for peers. Responsibilities may include: basic level reporting, customer service support, reviewing and processing transactions, sorting using electronic or mechanical equipment, reconciling, statement rendering, MICR/image, float, lock box, remittance, ATM deposit, and performing other support operations functions as required. Maintains internal operational and financial controls and ensures they meet bank standards. Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.

Duties include: Routine daily maintenance on Opex machine, Document Extraction, Identification of exceptions, cash, credit card payments and foreign items. Error message identification handling and escalation on equipment issues.

Responsible for the day-to-day scanning and imaging of customer/client documents received via US mail, overnight mail and local courier. Individual ensures that the documents are scanned/imaged appropriately, following department guidelines. Position requires the operation of high speed machinery used to scan/image documents. Ability to understand different transaction types and document types and unique to specific instructions (such as nested transaction self-mailers, express envelopes, correspondence only, large volume transactions. Responsible for document retention and all required box proration steps to ensure accurate recordkeeping the individual must be capable of working in a high volume and demanding continuous production environment, including sitting for prolonged periods of time. 

Schedule: In Office 5 days | Monday - Friday | 9:30pm ET - 5:30pm ET

Responsibilities:

• Contributes to overall success of an Operations team as an individual contributor
• Handles operational activities and queries for either single or multiple Lines of Business across the enterprise
• Adheres to deadlines set internally within the business unit or those in agreed Service Level Agreements with internal or external business partners
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Maintains internal operational and financial controls and works within the risk appetite of the business unit
• Continues to review processes to ensure they are efficient and implements process improvement opportunities
• Contributes to the overall success of the Paper Storage Operations team by completing assigned workflows accurately and within established deadlines and service-level expectations.
• Receives incoming check bag packages delivered through FedEx and UPS from Financial Centers and ATM vendors and validates package contents against applicable records and processing requirements.
• Performs item-processing activities, including sorting, reviewing, tracking, and preparing check bags and related documentation for storage or further handling.
• Performs basic accounting and balancing activities, including reconciling internal general ledger entries and researching discrepancies.
• Conducts time-sensitive research and resolves inquiries, transaction exceptions, and missing or inconsistent information received through multiple internal channels.
• Maintains accurate records and updates internal systems to support inventory control, package tracking, research, reconciliation, and reporting.
• Handles operational activities and inquiries supporting one or more Lines of Business and partners with internal teams to resolve issues and meet client and business needs.
• Follows established procedures, quality standards, internal operational and financial controls, and records-management requirements while operating within the business unit’s risk appetite.
• Identifies and escalates exceptions, control concerns, processing delays, or other issues that may affect accuracy, deadlines, or service delivery.
• Works independently and collaboratively in a production environment, manages multiple priorities, and provides flexible coverage when unanticipated events require extended hours.
• Performs the physical activities required to receive and handle check bag packages, including standing for extended periods and lifting up to 25 pounds.

Required Qualifications:

• 10-key and basic PC skills
• Ability to lift up to 25 pounds and to stand for extended periods
• Strong organizational skills with the ability to handle multiple tasks
• Strong written and verbal skills
• Detail-oriented with the ability to work independently as well as in a team environment
• Willingness to exercise flexibility with work hours to ensure full work coverage

Skills:

• Active Listening
• Adaptability
• Attention to Detail
• Collaboration
• Data Collection and Entry
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Planning
• Reporting
• Account Management
• Conflict Management
• Decision Making
• Inclusive Leadership
• Process Management

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: