Quality Control Analyst, Consumer Investments

Bank of America•Chandler, AZ

11d•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. 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! The Quality Control Analyst evaluates and provides feedback on the execution of processes handled by the Consumer Investments Operations and Life Services teams to help ensure adherence to and proper execution of internal policies and procedures. Specifically, the analyst is responsible for reviewing a sample of account-level activities fulfilled by associates, and in turn providing consolidated and valuable feedback to help front-line units assess performance and coach associates. To be successful in this role, the analyst must maintain knowledge of the Consumer Investments Operations business structure, as well as knowledge of industry regulations and Merrill’s internal policies and procedures. Additionally, it is critical for the team to create strong partnerships, maintain productivity levels on a monthly basis, and ensure prompt and accurate results.

Requirements

Strong organizational, time management and teamwork skills
Attention to detail and follow through on assignments
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 analytical, negotiation and problem solving skills
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
Must currently be in a one of the following job codes to be considered for this opening: Operations Generalist (BQ209) and Operations Specialist (BQ208), Solutions Specialist (BQ221), Internal Support Specialist (BQ206), Research and Resolution Specialist (BQ204)

Nice To Haves

Customer Service and/or call center experience preferred
Knowledge of Merrill systems, products and applications

Responsibilities

Evaluates and provides feedback on the execution of processes handled by the Consumer Investments Operations and Life Services teams to help ensure adherence to and proper execution of internal policies and procedures.
Reviews a sample of account-level activities fulfilled by associates, and in turn providing consolidated and valuable feedback to help front-line units assess performance and coach associates.
Maintains knowledge of the Consumer Investments Operations business structure, as well as knowledge of industry regulations and Merrill’s internal policies and procedures.
Creates strong partnerships, maintains productivity levels on a monthly basis, and ensures prompt and accurate results.
Monitors, reviews and evaluates all processes handled by the select teams and ensuring compliance to all FINRA, SEC, Firm Policies & Procedures and Team desktop procedures.