Research & Adjustments Rep III - Cash and Transportation

Bank of America•Dallas, TX

4d•Onsite

About The Position

This role resolves research and adjustment inquiries in accordance with the bank’s practices and procedures. The representative investigates incoming inquiries, resolves differences, responds to service requests and inquiries received through various channels, determines accounting entries, and makes appropriate dispositions. The role handles complex and escalated cases, including cases with large monetary values or aged risk cases pending charge-off. The representative assists peers and leaders with complex, time-sensitive exceptions; handles escalations from business partners; supports procedure reviews and validation to improve efficiency; performs account maintenance; manages high-volume portfolios; and documents actions taken on behalf of clients. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., first shift, 40 hours per week.

Requirements

High School Diploma, GED, Secondary School, or equivalent.
At least 4 years of experience in Cash & Transportation Services, cash operations, accounting, transaction research, or related financial services operations.
Experience applying accounting principles and analytical skills to research transaction discrepancies and determine appropriate resolutions.
Experience partnering with Risk and business partners to address control concerns, processing issues, and operational changes.
Ability to conduct detailed transaction research and analysis to identify discrepancies, determine root causes, and support accurate resolutions.
Ability to manage workload and priorities to meet service-level agreement, productivity, quality, and accuracy requirements.
Ability to apply sound judgment and accounting knowledge when researching and resolving complex operational issues.
Ability to identify and escalate operational risks, control concerns, processing issues, and system impacts appropriately.
Ability to identify opportunities to improve process efficiency, accuracy, and operational controls.
Skills in attention to detail, critical thinking, customer and client focus, pipeline management, research, active listening, decision making, problem solving, written communications, adaptability, collaboration, and risk management.

Nice To Haves

Experience partnering with operations and cross-functional business partners to research transaction discrepancies, resolve operational issues, and address escalations.
Financial Center frontline experience.

Responsibilities

Assist peers and leadership with resolving complex, time-sensitive exceptions.
Handle escalations from business partners, providing clear and concise communication by email and phone.
Support reviews and validation of departmental procedures to improve process efficiency.
Perform routine or complex account maintenance, depending on client account type.
Maintain high-volume portfolios.
Document actions taken on behalf of clients.
Investigate transaction discrepancies, identify root causes, and support accurate resolution.
Manage workload and priorities to meet service-level, productivity, quality, and accuracy requirements.
Identify and appropriately escalate operational risks, control concerns, processing issues, and system impacts.
Identify opportunities to improve process efficiency, accuracy, and operational controls.