Specialty 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 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!

Enterprise Job Description:
The Specialty Consumer Investments Operations Solutions Specialist team consolidates the expertise of the organization in order to address a myriad of complex, niche functions and scenarios via a case management channel.  This team assists their Consumer Investment Operations Support peers to help care and deliver for their clients’ complex needs. Provides elevated support of select complex operational requests for all Consumer Investment field and home office teams, to ensure client request resolution is handled seamlessly.  The team consists of experts on specialty scenarios providing a research/escalation resource, partnership with process specialists, and fulfillment on a multitude of fronts for Consumer Investment frontline associates.

Responsibilities:

• Responsible for providing service fulfillment, with case ownership, resolution, partnership, research, and proactive support for internal partners across the organization including Internal Support Teams and our clients on complex, niche scenarios
• Manage workload through CMC case functionality
• Adherence to service level agreements which include hitting response and resolution cycle time goals
• Ability to work independently and in partnership to resolve any operational challenge that presents itself
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships
• The team may handle complex, niche scenarios not limited to but related to profile merge issues, cost basis issues, history file adjustments, credit line increases, account restrictions, account opening errors and niche product support
• This model is built to align with business needs and goals of key partners which drive sales, associate / client satisfaction, and efficiencies
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies

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 complex, niche client issues
• Apply sound judgment in making decisions
• Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery
• Relationship management Qualifications and ability to anticipate needs of business partners that we support
• Strong client service proficiency including excellent verbal, written and listening Qualifications
• Ability to multi-task and independently prioritize his/her workload.
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
• Strong analytical, negotiation and problem solving Qualifications
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork Qualifications

Skills:

• Advisory
• Attention to Detail
• Business Process Analysis
• Hiring and Onboarding
• Process Management
• Account Management
• Analytical Thinking
• Business Operations Management
• Collaboration
• Continuous Improvement
• Active Listening
• Customer Service Management
• Customer and Client Focus
• Policies, Procedures, and Guidelines Management

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$30.50 - $33.36 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.