Merchant Portfolio Analyst (MPA)
Atlanta, Georgia;Chicago, Illinois; Charlotte, North Carolina
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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:
The MPA serves as the primary escalation point for clients in their assigned portfolio. With Industry Expertise and associated Product Knowledge, they are charged with identifying, analyzing and resolving client issues as well as expanding client awareness of available self-servicing options. The MPA focus is on the deepening of existing client relationships, optimizing the client experience and ultimately, client retention.
The MPA provides Multi-Platform Support on 5-10 different processing platforms and Client Education on various products and reconciliation tools.
Daily functions include but are not limited to:
-Billing and invoices
-Boarding Processes (BOS): new location set up, entitlement changes
-Transaction authorization and processing information
-Chargebacks
-Collection, escrow and pending items
-Equipment inquiries / issues
-Funding delays or missing payments
-Processing Issues resulting in rejects, duplications, reversals, special processing, etc...
-Production Issues; trouble shoot , diagnose, resolve auth/funding/reporting problems, network and connectivity issues, file transmission issues
-Reporting
Required Skills :
-Adaptability -Ability to focus attention, time and resources on highest priority clients and opportunities. Ability to prioritize issues and effectively track to completion all requests.
-Business acumen - Understands basic accounting principles; financial analysis skills that include customer revenue, fees/billing and reconciliation processes.
-Communication and Conflict Resolution - Possesses strong communication skills; including verbal, written and presentation. Builds trust and instills confidence through ongoing communications with peers, manager, direct reports, or key stakeholders. Identifies actual or potential areas of disagreement and navigates to a resolution.
-Customer Focus - Creates an environment where business goals are aligned with customer needs, giving Bank of America the ability to exceed customer expectations.
-Issue Resolution - Responsible for identifying, analyzing and resolving operational issues, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet the processing requirements of each client. Escalates issues as needed.
-Platform Knowledge and Technical Skills - Understands and communicates 3rd party system architecture, POS systems, gateways, connectivity, authorization platforms, settlement platforms, reporting and funding solutions. Supports performance monitoring and tracking to effectively manage the client relationship
Desired Skills:
-Industry and Associated Product Knowledge - Stays abreast of industry and product trends and regulatory developments that impact the business and communicate to clients, peers, and other key stakeholders.
-Negotiation - Negotiates expectations skillfully in tough situations. Can win concessions without damaging relationships. Understands what is at stake and drives to mutually beneficial solutions.
Skills:
Active Listening
Critical Thinking
Customer and Client Focus
Problem Solving
Account Management
Attention to Detail
Collaboration
Data Management
Portfolio Management
Adaptability
Learning Delivery
Oral Communications
Prioritization
Written Communications
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
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.
Investment products offered through MLPF&S and insurance and annuity products offered through MLLA:
Are Not FDIC Insured Are Not Bank Guaranteed May Lose Value
Are Not Deposits Are Not Insured by Any Federal Government Agency Are not a condition to Any Banking Service or Activity
Merrill Lynch, Pierce, Fenner & Smith Incorporated (also referred to as "MLPF&S" or "Merrill") makes available certain investment products sponsored, managed, distributed or provided by companies that are affiliates of Bank of America Corporation ("BofA Corp."). MLPF&S is a registered broker-dealer, registered investment adviser, Member SIPC and a wholly owned subsidiary of BofA Corp. Insurance and annuity products are offered through Merrill Lynch Life Agency Inc., a licensed insurance agency and wholly owned subsidiary of Bank of America Corporation.
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Bank of America Private Bank is a division of Bank of America, N.A.
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