Account Management Ops Representative
Jacksonville, Florida;Pennington, New Jersey
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Bank of America employees are required to meet all posting eligibility requirements prior to applying for any new position.
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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 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
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.
View your "Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12.pdf) " poster.
View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
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.
