Account Management Operations Analyst
Chandler, Arizona
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 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!
Job Description:
This job is responsible for moderately complex activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training for less experienced team members. Job expectations include operating with a moderate level of independence, and referring to their team lead or manager for direction and support with moderately complex issues and escalations.
Responsibilities:
Performs onboarding and maintenance of accounts and reviewing required account documentation.
Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
Reviews and approves required account documentation
Proactively identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units
Performs moderate levels of research, follow-up and resolution of more complex routine research requests
Skills:
Account Management
Customer and Client Focus
Oral Communications
Research
Analytical Thinking
Attention to Detail
Collaboration
Problem Solving
Prioritization
Recording/Organizing Information
Result Orientation
Line of Business Job Description:
Wealth Management Operations (WMO) provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, the Onboarding and Maintenance Support teams execute manual processes and monitor automated processes to accurately gather and maintain required information that identifies client accounts and assets such as legal names, address, product @type, critical event dates, asset descriptions, and beneficiaries.
A successful Account Management Operations Analyst on this team:
Performs an accuracy, completeness and risk assessment of documentation or client account information and identifies and resolves any discrepancies or gaps, then approves/declines the request for account opening or maintenance according to the established written guidelines and procedures
Researches and resolves data errors by applying procedures and escalation using a trouble shooting guide and engaging support partners when needed
Responds to internal business partner inquiries related to errors or reporting via phone and email and escalates more challenging issues to leadership as needed
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 of how the work impacts other operational units
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
Required Skills:
Oral and Written Communications: The ability to communicate through spoken and written words a via direct conversation or telephonic, email and/or work queues sharinginformation (i.e., storytelling) that informs and engages the audience.
Account Management: The ability to provide services and support to clients.
Customer and Client Focus: The ability to identify, understand and prioritize the needs of internal, external, prospective and existing customers in order to provide solutions, resolve problems, and address questions.
Collaboration: The ability to work with others to complete a task or achieve a common goal in the most effective and efficient way.
Research: The ability to gather information about a topic, review, analyze and interpret the results to support a recommendation or solution.
Attention to Detail: The ability to achieve thoroughness and accuracy when accomplishing a task and process detailed information effectively and consistently.
Recording/Organizing Information: The ability to accurately capture, summarize, and organize relevant information (such as client/employee forms) using computer applications.
One year banking experience
Proficient with Microsoft Office, Outlook, Word and Excel
Desired Skills:
1+ year(s) of Legal Document Review (not required)
Ability to manipulate data using spreadsheets and other similar desktop applications
Experience, knowledge of or studies related to Finance or Accounting
An understanding of technology and the ability to incorporate that understanding into process improvements
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
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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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
