Account Management Ops Representative

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations.

Responsibilities:

• Performs onboarding and maintenance of accounts and reviewing required account documentation.

• Responds to client inquiries via numerous channels to support operational efficiency and quality client service

• Performs basic research, follow-up and resolution of routine research requests

• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate

• Provides general operational support including handling inbound calls, mail sorting, and mail distribution

• Reviews and approves required account documentation

Line of Business Description:
After a client sends an onboarding or maintenance request to the Merrill front office, the Loan 
Management Account Operations team ensures that all documentation and regulatory requirements have been met and approve the request for automated activation. After activation is complete, the team confirms all system information is correct, so the client can access the product. This team completes a high volume of work within a 48-hour period and follows the New York Stock Exchange holiday schedule.

Responsibilities:

• Performs onboarding and maintenance activities by reviewing highly detailed documents or client account information for accuracy and completeness, finds and resolves discrepancies, and approves or declines requests based on established guidelines and procedures

• Identifies potential issues, conducts risk assessments for each request type, applies proper risk mitigation steps and escalates complex issues to leadership as needed

• Researches and resolves data issues by following documented procedures, using trouble shooting  guides, and engaging support partners when necessary

• Responds to internal business partner inquiries about errors or reporting through phone and email to support operational efficiency and quality service

• Performs basic research and follow-up, manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work with significant support from a more tenured team member

• 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

Required Qualifications:

• Experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work

• Experience following standard operating procedures, finding errors and working with partners to resolve issues

• Experience interacting with partners via phone and email and showing strong written and verbal communication

Desired Qualifications:

• Experience using Microsoft Outlook for email

• Ability to work with and manipulate data using Microsoft Excel to track results

• Ability to apply knowledge to improve processes

Skills:

• Account Management

• Customer and Client Focus

• Oral Communications

• Research

• Attention to Detail

• Collaboration

• Written Communications

• Prioritization

• Recording/Organizing Information

• Result Orientation

• Numerical Reasoning

Shift:

1st shift (United States of America)

Hours Per Week: 

40