Research & Adjustments Rep III

Bank of America•Phoenix, AZ

2d•Onsite

About The Position

This role resolves research and adjustment inquiries within bank practices and procedures, including investigating incoming inquiries, resolving differences, answering service requests, determining accounting entries, and deciding appropriate dispositions. The position handles complex and escalated cases, including cases with large monetary values or aged risk cases pending charge-off. Within NS&S, the role reviews complex account-opening legal and bank documents, such as Powers of Attorney, trust documents, and campaign documents, to confirm they meet bank guidelines before an account is opened or modified. The representative guides Financial Center partners through complex and escalated client situations and works cases in the OneService case management tool. The role ensures compliance with industry regulations and bank procedures while maintaining the integrity of case management and financial controls. The representative manages a high-volume work queue and portfolio, determines whether requests are valid, and selects compliant processes to fulfill them. This includes using multiple systems, resolving out-of-balance or out-of-compliance scenarios as directed by product requirements or regulations, documenting activity accurately, and communicating clearly with clients and partners. The role aims to provide a positive client experience while meeting service-level agreements, applicable deadlines, and regulatory requirements.

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, including state-specific guidance regarding document acceptability.
Strong, accurate written communication skills for documenting activity in systems of record and corresponding with others.
Customer-focused desire to advocate for internal and external clients and meet or exceed their expectations.
Verbal interpersonal communication skills to build rapport and trust, explain information clearly, and articulate why a solution is the best course of action.
Ability to break complex problems into sequential priorities and select solutions to resolve the entire problem.
Ability to remain current with iterative software and process updates.
High school diploma, GED, secondary school, or equivalent.

Nice To Haves

Ability to read and comprehend legal documents to ensure guidelines are met.
Desire to learn and improve 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 through clear, concise email and phone communication.
Support review and validation of departmental procedures to improve process efficiency.
Perform routine or complex account maintenance based on client account type.
Maintain high-volume portfolios and document actions taken on behalf of clients.
Deliver a positive client experience and ensure accurate processing the first time.
Independently manage a work queue according to service-level agreement timelines, taxing authority deadlines, and business procedures.
Determine whether requests are valid and identify the process needed to fulfill them.
Balance customer requests with bank guidelines to maximize client satisfaction and minimize bank risks and penalties.
Use multiple systems to fulfill requests and correct out-of-balance or out-of-compliance scenarios as directed by product requirements or regulations.
Accurately document activity and respond to partners using proper business writing, grammar, spelling, and punctuation.
Assist teammates with challenging scenarios, conduct procedure reviews, and provide information for project teams or other activities as requested.
Review existing accounts, information submitted by Financial Center partners, and supporting documents across multiple systems to understand client 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.