Research & Adjustments Rep III

Bank of America•Phoenix, AZ

About The Position

This role resolves research and adjustment inquiries in accordance with bank practices and procedures. The representative investigates incoming inquiries, resolves differences, answers service requests received through various channels, determines accounting entries, and makes appropriate dispositions. The position handles complex and escalated cases, including cases involving large monetary values or aged risk pending charge-off. Within NS&S, the representative reviews complex account-opening legal and bank documents—including Powers of Attorney, trust documents, and campaign documents—to determine whether they meet bank guidelines before account opening or modification. The representative provides guidance to Financial Center partners on complex client situations and ensures cases are resolved in compliance with industry regulations and bank procedures while maintaining the integrity of the case management system and financial controls. Cases are managed using the OneService case management tool. The role also performs account maintenance, manages a high-volume portfolio and work queue, documents client activity, and coordinates with peers, leaders, and business partners. Representatives provide compliant recommendations in the client’s best interest, maintain service-level commitments, and support process improvements and procedure reviews. Bank of America describes an in-office culture, with flexibility based on role responsibilities and business needs.

Requirements

At least 1 year of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, or sales.
Basic understanding of banking products and operations.
Ability to closely follow complicated procedures concerning document acceptability, including state-specific guidance.
Strong, accurate written communication skills, including the ability to document activity in business writing in systems of record and correspondence.
Customer focus and a desire to advocate for internal and external clients.
Verbal interpersonal communication skills to build rapport and trust, explain information clearly, and articulate why a solution is appropriate.
Ability to break complex problems into sequential priorities and select solutions that resolve the problem.
Ability to remain current with iterative software and process updates.
High school diploma, GED, secondary school qualification, or equivalent.

Nice To Haves

Ability to read and comprehend legal documents to ensure guidelines are met.
Desire to learn and improve the depth and breadth of knowledge and personal performance.
Ability to leverage multiple software applications to execute an intricate process.

Responsibilities

Assist peers and leadership in resolving complex, time-sensitive exceptions.
Handle escalations from business partners, communicating clearly and concisely by email and phone.
Support reviews and validation of departmental procedures to help improve process efficiency.
Perform routine or complex account maintenance according to client account type.
Maintain high-volume portfolios and independently manage a work queue against service-level, taxing-authority, or business-procedure deadlines.
Document actions taken on behalf of clients and accurately record activity in systems of record.
Deliver a positive client experience by ensuring accurate processing and applying the enterprise Client Care pillars.
Determine whether requests are valid and identify the appropriate process for fulfilling them.
Balance customer requests with bank guidelines to maximize client satisfaction while minimizing bank risks and penalties.
Execute intricate request-fulfillment processes using multiple systems and correct out-of-balance or out-of-compliance scenarios as directed by product requirements or regulations.
Respond to partners using appropriate business formats, grammar, spelling, and punctuation.
Review account information, partner submissions, and supporting documents using multiple systems to understand clients’ situations and options.
Recommend a course of action that complies with guidelines and serves the client’s best interests.
Maintain adherence to service-level agreements, laws, rules, and regulations.
Assist teammates with challenging scenarios, review procedures, and provide information to project teams or other activities as requested.
Review legal and bank documents for compliance with guidelines before account opening or modification and provide guidance to Financial Center partners.