Account Management Ops Analyst - Loan Management Account Operations

Bank of America•Jacksonville, FL

3d•Onsite

About The Position

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! This job is responsible for moderately complex activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training for less experienced team members. Job expectations include operating with a moderate level of independence, and referring to their team lead or manager for direction and support with moderately complex issues and escalations.

Requirements

Experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work
Experience finding errors and working with partners to resolve issues
Strong written and verbal communication skills for effective phone and email interaction with internal partners
High attention to detail with the ability to follow established procedures
Experience managing a case load and prioritizing tasks effectively
Ability to use multiple systems and applications to complete individual tasks accurately and efficiently
Account Management
Customer and Client Focus
Oral Communications
Research
Analytical Thinking
Attention to Detail
Collaboration
Problem Solving
Prioritization
Recording/Organizing Information
Result Orientation
Numerical Reasoning

Nice To Haves

Ability to work with and transform data using Microsoft Excel to create a list of items to work and track results
Experience using (SRP) Service Request Portal and (BOSS) Branch Office Security System
General knowledge or experience with various lending and investment products and/or accounting practices
Ability to apply knowledge to improve processes

Responsibilities

Performs onboarding and maintenance of accounts and reviewing required account documentation.
Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
Reviews and approves required account documentation
Proactively identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units
Performs moderate levels of research, follow-up and resolution of more complex routine research requests
Reviews highly detailed documents or client account information for accuracy and completeness
Conducts risk assessments for each request type and applies risk mitigation steps following established guidelines and procedures
Research 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, and escalates complex issues to leadership as needed supporting operational efficiency and quality client service
Independently manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work
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