Consumer Investments Client Services - Sr. Resolution Manager

Bank of America•Jacksonville, FL

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Job Description: The Sr. Resolution Manager provides expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need. The Sr. Resolution Manager uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved. As the central point for issue resolution within Client Services, the Sr. Resolution manager will resolve client needs through point of call resolution, client outreach, and active floor support for Client Services teammates, providing both reactive and proactive education to coach teammates on how to deliver a world class client experience. In addition to service resolution, the Sr. Resolution Manager utilizes their experience resolving client paint points as a starting point to identify and drive operational excellence initiatives to improve the overall client experience for Client Services. Through this role, the Sr. Resolution Manager has the opportunity to develop their project management leadership skills.

Requirements

Time required in job = 1 year from date training completed
For internal employees; participation in a work from home posture does not make you ineligible to post.
Series 7, 66 required
Ability to problem solve and find solutions in a self-sufficient manner
Ability to de-escalate and turn negative client experiences into positive ones
Expertise in service call handling, resolving complex issues
Ability to interface with partners in other businesses for issue resolution, while owning client contact
Collaborates effectively to get things done, building, and nurturing strong relationships.
Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
Is confident in identifying solutions for clients based on their needs and is an expert at resolving problems independently and/or while interfacing with other LOB partners (CIOS, MLSN, back office teams) for issue resolution while owning all client contact.
Efficiently manages their time and capacity.
Exceptional interpersonal communication skills with clients, teammates, and enterprise partners.
Skilled at collaborating with a team, to meet deliverables in a fast past, ever changing environment.
Account Management
Attention to Detail
Customer and Client Focus
Oral Communications
Trading
Active Listening
Critical Thinking
Decision Making
Emotional Intelligence
Result Orientation
Client Experience Branding
Client Solutions Advisory
Prioritization
Referral Identification
Written Communications

Nice To Haves

Basic trade knowledge
Knowledge of the Merrill Edge website and platform
Previous leadership experience, or strong ability to influence and motivate colleagues to improve their ability to deliver a world class client experience.
Previous project management experience.

Responsibilities

Provide expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need.
Use analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved.
Resolve client needs through point of call resolution, client outreach, and active floor support for Client Services teammates
Provide both reactive and proactive education to coach teammates on how to deliver a world class client experience.
Identify and drive operational excellence initiatives to improve the overall client experience for Client Services.
Develop project management leadership skills.

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