FC Operations Support: Medallion Support Specialist

Bank of America•Chandler, AZ

12d•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: Medallion Support Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers, ownership changes and account updates. Associates are expected to process an intake request, handle and own cases to completion, and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution, partnership, research, and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales, associate/client satisfaction, and efficiencies. Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.

Requirements

Customer Service and/or call center experience preferred
Required Strong client service skills
Ability to multi-task and independently prioritize his/her workload.
Demonstrate a cooperative and professional work attitude
Capable of multi-tasking and working efficiently under stress and high volume
Strong organizational, time management and teamwork skills
Strong analytical, negotiation and problem-solving skills
Attention to detail and follow through on assignments
Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
Demonstrate excellent verbal, written and listening skills
Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
Skills: Account Management
Adaptability
Customer and Client Focus
Data Collection and Entry
Process Effectiveness
Active Listening
Continuous Improvement
Customer Service Management
Data Quality Management
Result Orientation
Attention to Detail
Business Operations Management
Business Process Analysis
Critical Thinking
Process Management

Responsibilities

Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures
Deliver complete and concise explanations to inquiries made via inbound calls
Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship
Provide point of call resolution for issues
Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team
Foster collaborative relationships within and across business units
Understand and demonstrate cultural awareness
Demonstrate and verbalize empathy
Anticipate and understand client needs
Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity
Interface with associates and clients for intake, follow up, and general information about the program