Consumer Investments - Operations Case Manager - Pennington, NJ
About The Position
At Bank of America, the Operations Case Manager provides white-glove service to colleagues and clients regarding sensitive and crucial account changes. The position focuses on client service, product knowledge, and problem resolution, with responsibility for cases involving Abandoned Property, Divorce, Power of Attorney, and 529 Maintenance requests. The Case Manager handles phone calls, email boxes, processing queues, research, and escalations. The role includes document remediation, critical account changes or updates, paperwork processing, document fulfillment, and outbound call support for internal and external clients. Proactive outreach to account owners and third parties is required to clarify document needs and help complete requests. The Case Manager provides accurate, complete, and concise explanations of procedures and inquiries, including to personnel at all levels, and may support management with complex issues, process improvements, and new initiatives. The broader operations role provides quality service and efficient operational support to assigned areas, business partners, and customers. It processes transactions according to established procedures, handles complex operational functions, and may cover areas such as analysis, report generation, account opening, trade processing, payment processing, and data entry. This is an in-office role in Pennington, New Jersey, on first shift, for 40 hours per week.
Requirements
- Strong client service skills.
- Ability to multitask and independently prioritize workload.
- Cooperative and professional work attitude.
- Ability to work efficiently under stress and in a high-volume environment.
- Strong organizational, time-management, and teamwork skills.
- Strong analytical, negotiation, and problem-solving skills.
- Ability to foster collaborative relationships within and across business units.
- Attention to detail and follow-through on assignments.
- Ability to deliver high-quality partner support focused on partner and client needs, problem resolution, and service or product knowledge.
- Excellent verbal, written, and listening skills.
- Sound judgment and an enterprise-wide mindset in decision-making.
- Cultural awareness, integrity, and ability to work as part of a team.
Nice To Haves
- Customer service and/or call center experience.
- Knowledge of Merrill systems, products, and applications.
- Strong written and verbal communication skills.
- Flexibility and openness to change within the line of business.
Responsibilities
- Provide white-glove service to colleagues and clients on sensitive account-change inquiries.
- Handle cases involving Abandoned Property, Divorce, Power of Attorney, and 529 Maintenance requests.
- Assist with phone calls, email boxes, processing queues, research, and escalations.
- Remediate documents by making account changes or updates, processing paperwork, fulfilling documents, and providing outbound call support.
- Proactively contact account owners and third parties to identify required documents and help complete requests.
- Act as a liaison between third parties and clients to ensure both understand documentation requirements.
- Keep abreast of procedures and provide accurate, complete, and concise explanations to inquiries.
- Process transactions according to established procedures and prescribed processes.
- Handle complex and diverse operational functions while demonstrating operational discipline.
- Support assigned operational areas, which may include analysis, report generation, opening new accounts, trade processing, payment processing, and data entry.
- Assist management with complex issues, process improvements, and new initiatives to improve the client experience.
Benefits
- Benefits eligibility.
- Paid time off.
- Employee resources and support.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
