Consumer Investments Operations Solutions Specialist

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:

The Consumer Investment Operations Support team brings together the expertise of a myriad of operational functions via a phone based channel to help front line associates care and deliver for their clients’ needs in one place. The Consumer Investment Operations Support team provides elevated support of operational requests for all Consumer Investment field and home office teams to ensure client request resolution is handled seamlessly.  The team consisting of experts provides point of call resolution, a research resource, partnership with process specialists, and proactive support on a multitude of fronts for the home office and field associates.

This job is responsible for processing intake requests, owning cases from beginning to completion, and following up with clients and home office associates. Key responsibilities include providing end-to-end service ownership with point-of-call resolution, providing partnership, and researching and proactively supporting the home office teams. Job expectations include handling onboarding, funding, ongoing service, product and sales support inquiries across the Merrill suite of products, and demonstrating the highest standard of service for every associate interaction.

Responsibilities:

• Strive for one contact resolution of critical service requests

• Provide top-level service support and education to frontline associates and clients through inbound/outbound calls

• Proactively manage existing service items to completion to ensure client satisfaction

• Present the ability to multi task, problem solve, and think analytically

• Proactively identify additional associate/client needs and opportunities to enhance the relationship

• Demonstrate a cooperative, professional, and positive work demeanor while adhering to department call center metric requirements, such as schedule adherence, duration, CMC call tracking, production, and call quality assessments

• Will be expected to apply and share best practices and past experiences with their peers and leadership team

• Provide frontline associates and clients with accurate information by keeping abreast of operational procedures

• Raise process, procedural, or policy concerns to further enable efficiencies and heighten the experience across the business

• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies

• Examples of call inquiries requiring resolution may include new account opening, client identify validation, account linking and householding, and deposit delay lifts Serves as a subject matter expert for front-line associates and, at times, clients, in regards to Merrill products, service, and operational processes

• Handles complex issues related to Merrill service and products

• Provides approvals to resolve client inquiries and escalations

• Focuses on risk mitigation, policies, and procedures to ensure exceptions and approvals are within the appropriate guidelines

Required Qualifications:

• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition

• Exceptional critical thinking / problem solving Qualifications to immediately address escalated client issues

• Relationship management Qualifications and ability to anticipate needs of business partners that we support

• Proven ability to coach others with a passion for excellence and willingness to exceed expectations

• Superior client service proficiency including excellent verbal, written and listening Qualifications

• Demonstrate exceptional organizational and time management Qualifications

• Apply sound judgment in making decisions

• Should be a highly-motivated self-starter who can set goals and accomplish tasks with minimal supervision

• Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery

• Ability to handle and expedite multiple tasks in a dynamic, fast paced environment

Skills:

• Account Management

• Advisory

• Business Operations Management

• Customer Service Management

• Process Management

• Active Listening

• Analytical Thinking

• Attention to Detail

• Business Process Analysis

• Policies, Procedures, and Guidelines Management

• Collaboration

• Continuous Improvement

• Customer and Client Focus

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: