Account Management Ops Representative

Bank of America•Chandler, AZ

17d•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 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: This job is responsible for standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations. Wealth Management Operations (WMO) provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, the Onboarding and Maintenance Support teams execute manual processes and monitor automated processes to accurately gather and maintain required information that identifies client accounts and features such as legal name(s), address, product type, asset transfers, beneficiaries and other account features such as Power of Attorney. A successful Account Management Operations Representative on this team: Performs completeness and reasonable risk assessment of documentation or client account information and identifies and resolves any discrepancies or gaps, then approves/returns the request for account opening or maintenance according to the established written guidelines and procedures Researches and resolves data errors by applying procedures and escalation using a trouble shooting guide and engaging support partners when needed Responds to internal business partner via phone and email and escalates more challenging issues to leadership as needed 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 of how the work impacts other operational units

Requirements

Account Management: The ability to provide services and support to clients.
Customer and Client Focus: The ability to identify, understand and prioritize the needs of internal, external, prospective and existing customers in order to provide solutions, resolve problems, and address questions.
Collaboration: The ability to work with others to complete a task or achieve a common goal in the most effective and efficient way.
Research: The ability to gather information about a topic, review, analyze and interpret the results to support a recommendation or solution.
Attention to Detail: The ability to achieve thoroughness and accuracy when accomplishing a task and process detailed information effectively and consistently.

Responsibilities

Performs onboarding and maintenance of accounts and reviewing required account documentation.
Responds to client inquiries via numerous channels to support operational efficiency and quality client service
Performs basic research, follow-up and resolution of routine research requests
Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
Provides general operational support including handling inbound calls, mail sorting, and mail distribution
Reviews and approves required account documentation
Performs completeness and reasonable risk assessment of documentation or client account information and identifies and resolves any discrepancies or gaps, then approves/returns the request for account opening or maintenance according to the established written guidelines and procedures
Researches and resolves data errors by applying procedures and escalation using a trouble shooting guide and engaging support partners when needed
Responds to internal business partner via phone and email and escalates more challenging issues to leadership as needed
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 of how the work impacts other operational units