Sr Fulfillment Specialist - Quality Assurance

Sr Fulfillment Specialist - Quality Assurance 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: First point of contact for clients submitting implementation requests via email channel for high revenue clients. Handles end-to-end processing for less complex implementation while engaging other business partners as needed. May work with internal business partners to ensure the successful implementation of services. Key Responsibilities: Manage dedicated email inbox, prioritize client requests, case and implement eligible items. Create a case/package for tracking, monitoring and E2E resolution as applicable. Receive and respond to implementation requests received by email and questions from internal partners. Conduct limited research and respond to client inquiries. Utilize the various bank systems to support clients' requests. LOB Job Description: Provide analytical support in executing internal control and operational excellence. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Perform In-Line Quality Assurance (ILQA) reviews for the Implementation of Treasury Products, Account Openings, and Account Maintenance requests received in various workflow platforms: Onboard Assist, GFS, and GSS. Monitor QA escalations and workflow assignments throughout the day. May manage staff. Job Responsibilities include, but are not limited to: Demonstrate the ability to be a self-starter, demonstrate ownership, and become a subject matter expert. Ability to quickly locate resources and manage desk routines so tasks and responsibilities are met. Completing inline quality assurance reviews on the implementation of treasury products, account opening, and account maintenance requests received via various workflow platforms: Onboard Assist, GFS, and GSS. Partner with internal business partners to obtain the necessary information to complete Inline Quality review. Review legal documents to determine if adequate documentation has been provided to meet regulatory, compliance, and LOB procedure guidelines. Work with Implementation Associate to obtain missing information preventing the quality review from moving forward. Utilize various bank systems to complete quality review requests. Identify and escalate process/procedure gaps to mitigate risk. Exercise judgment and discretion with respect to client relationships and problem resolutions. Required Qualifications: 1-2 years of experience in the Banking/Financial industry. Excellent communication skills and ability to present to an audience. Ability to work under pressure in a team environment. Ability to liaise with all levels of the firm and people with different experiences and backgrounds. Self-motivated and able to work unsupervised. Candidate will be able to manage own time and know when to escalate. Experience in processes and systems for North America Treasury Fulfillment. (OBA, AM, GFS, GSS, etc.) Experience with procedure documentation and/or QA testing. Data management knowledge beneficial. Ability to work in a fast-paced environment to drive Quality goals with meeting aggressive delivery deadlines. Proven leadership role or proven leadership skills. Detail-oriented. Excellent written and verbal communication skills. Relationship management skills. Proficient with Excel and PowerPoint. Minimum 2 years of experience handling difficult situations with customers. Minimum 2 years of Treasury experience and/or QA experience. Desired Skills: Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions. Excels in working among diverse viewpoints to determine the best path forward. Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner. Commitment to challenging the status quo and promoting positive change. Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base. Believes in the value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world. Salary: $24.00 - $35.58 hourly pay, offers to be determined based on experience, education, and skill set. This role is compensated with a base salary and is not incentive eligible. This 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. 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 contact us by calling View phone number on click.appcast.io . This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days. Please note : Messages left for other purposes such as following up on an application or non-disability related technical issues, will not receive a response. #J-18808-Ljbffr Bank of America