Account Management Ops Team Lead
Pennington, New Jersey;Addison, Texas; Jacksonville, Florida
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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 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!
Job Description:
This job is responsible for providing subject matter expertise across an account management operations function, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries, escalations, and approvals including team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager for direction and support when necessary while maintaining a deep knowledge of all key functions supported.
LOB Description:
Upon the receipt of billing information, fee schedules, and commission payment data, the Institutional and Retirement Billing team ensures billing and revenue activities are reviewed and processed accurately. Once billing and payment activities are completed, the team manages invoice distribution, revenue collection, and commission processing to support prompt, reliable financial services and a seamless experience for clients and business partners.
Responsibilities:
Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met by overseeing fee setup, billing calculations, invoice distribution, payment processing, and revenue collection activities
Provides day-to-day training and coaching to team members while addressing employee inquiries and escalations by guiding associates through billing exceptions, payment variances, and complex processing issues
Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate by tracking billing, receivable, commission, and payment activity to ensure prompt completion of deliverables
Conducts quality assurance reviews and provides routine supervisory manager approvals by reviewing billing calculations, invoice accuracy, payment entries, and commission processing results
Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions by investigating payment variances, rejected transactions, and outstanding receivable issues
Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation by confirming billing and payment activity, ensuring financial entries are correct, and addressing control gaps
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 units by coordinating invoice, revenue, receivable, and commission activities across business partners and support teams
Identifies and recommends opportunities for process improvement and risk mitigation to senior management by analyzing billing trends, exception volumes, and payment issues to improve accuracy and operational efficiency
Required Qualifications:
Minimum of 2 years of experience executing and supporting complex operational processes by established procedures, service levels, and control requirements
Minimum of 1 year of experience providing training, coaching, guidance, or workflow oversight to other employees
Experience reviewing operational transactions, financial activity, or client documentation for accuracy, completeness, and compliance with established requirements
Experience managing high-volume workflows, prioritizing work for self or others, and consistently meeting established service level expectations
Experience researching and resolving operational exceptions, discrepancies, or escalated issues while adhering to established controls and risk management practices
Ability to work extended hours during peak hourly time such as quarterly billing
Experience using Microsoft Excel to analyze data, reconcile information, or support operational reporting by using v-lookup, pivot tables etc.
Experience in general accounting and financial reporting principles
Desired Qualifications:
Experience in performing billing, receivable, payment processing, revenue collection, or other finance-related operational activities
Experience conducting quality assurance reviews or confirming financial, operational, or client data for accuracy
Experience collaborating with cross-functional partners to resolve issues and support business initiatives
General knowledge of wealth management, retirement, lending, or investment products
Skills:
Account Management
Customer and Client Focus
Oral Communications
Research
Analytical Thinking
Attention to Detail
Coaching
Problem Solving
Written Communications
Mentoring
Prioritization
Result Orientation
Numerical Reasoning
Intellectual Curiosity
Growth Mindset
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.
