Research and Resolution Specialist

Bank of America•Chandler, AZ

10d•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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This role oversees Operational and Firm Related Complaint review and resolutions. Associates are responsible for ensuring reported grievances are relevant and tied to our line of business, thoroughly researching and documenting the matter, and partnering with Compliance partners as well as Merrill Management to coordinate and evaluate the resolutions to these complaint matters. In addition, they may produce individual written correspondence in response to the complainants, detailing resolutions for a portion of the cases; Other written correspondence provided by this team includes account termination notifications, notices of Third Party seizure of accounts, and ad-hoc communications to clients. The Research and Resolution Specialist is responsible for investigating, properly coding, and ensuring client resolution of oral and written Operational and Firm-related complaints submitted by Consumer Investments clients. As part of this process, the Specialist will identify and analyze client issues associated with each matter, and ensure timely and accurate research and responses, often in writing, in support of an outstanding client experience. In addition, responsibilities may consist of identifying brokerage complaints submitted by other business areas and for drafting select client correspondence.

Requirements

Apply sound judgment and enterprise-wide mindset in making decisions
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 organizational, time management and teamwork
Strong analytical, negotiation and problem solving
Attention to detail and follow through on assignments
Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
Demonstrate excellent verbal, written and listening
Ability to write concise, clear, and professional client-facing correspondence on behalf of Merrill
Foster collaborative relationships within and across business units
Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
Business Operations Management
Business Process Analysis
Continuous Improvement
Critical Thinking
Process Management
Attention to Detail
Conflict Management
Data Collection and Entry
Process Effectiveness
Written Communications
Active Listening
Collaboration
Customer Service Management
Customer and Client Focus
Policies, Procedures, and Guidelines Management
High School Diploma / GED / Secondary School or equivalent

Nice To Haves

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

Responsibilities

oversees Operational and Firm Related Complaint review and resolutions
ensuring reported grievances are relevant and tied to our line of business
thoroughly researching and documenting the matter
partnering with Compliance partners as well as Merrill Management to coordinate and evaluate the resolutions to these complaint matters
produce individual written correspondence in response to the complainants, detailing resolutions for a portion of the cases
investigating, properly coding, and ensuring client resolution of oral and written Operational and Firm-related complaints submitted by Consumer Investments clients
identify and analyze client issues associated with each matter, and ensure timely and accurate research and responses, often in writing, in support of an outstanding client experience
identifying brokerage complaints submitted by other business areas and for drafting select client correspondence

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