Account Management Ops Analyst – Merrill Onboarding and Maintenance

Bank of America • Jacksonville, FL

10d • Onsite

About The Position

This role supports moderately complex account creation, onboarding, and maintenance activities in accordance with established guidelines and procedures. The analyst provides quality service and operational support to internal business partners and external clients, and may assist in training less experienced team members. The role operates with moderate independence, referring moderately complex issues and escalations to a team lead or manager.

Within Merrill Onboarding and Maintenance, the analyst reviews documentation received from Merrill branches, confirms requirements are met, and processes account updates or client communications. The team handles a high volume of work and aims to complete requests within 48 hours. Bank of America describes an in-office culture that supports collaboration, engagement, and career development, with role-specific flexibility based on responsibilities and business needs. Current work-from-home employees may apply, but selected employees may be required to work onsite under the workplace excellence policy.

Requirements

• At least 1 year of experience supporting Merrill Wealth Management brokerage accounts in service or operations.
• Experience managing a high-volume personal caseload and prioritizing work to consistently meet 48-hour turnaround timeframes.
• Ability to apply judgment within established guidelines to resolve routine exceptions, maintain risk awareness, and escalate issues appropriately.
• Strong written and verbal communication skills for phone and email interaction with internal partners.
• Ability to be flexible within the hours of 8:00 AM–6:00 PM, Monday through Friday.

Nice To Haves

• At least 1 year of experience reviewing legal and/or tax documentation.
• Experience using the Service Request Portal (SRP).

Responsibilities

• Perform account onboarding and maintenance by reviewing required documentation, validating it for good order, and completing required updates.
• Review and approve account documentation by approving or completing cases and obtaining legal review or approved exceptions when needed.
• Conduct moderate research, follow up, and resolve more complex routine research requests.
• Identify risks and process-improvement opportunities; execute control reports and store required evidence.
• Respond to moderately complex client inquiries through various channels, providing status updates, returning requests for missing information, and confirming completion.
• Understand end-to-end process flows, the purpose of each step, process controls, risks, and upstream and downstream impacts.
• Provide quality operational support and service to internal business partners and external clients.
• Assist in training less experienced team members.

Benefits

• Benefits eligibility
• Paid time off
• Affordable, competitive, and flexible benefits supporting physical, emotional, and financial wellness
• Resources and support for employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed