Specialty Consumer Investments Operations Solutions Specialist

Bank of America • Lincoln, NE

8d • $27 - $31 • 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! The Specialty Consumer Investments Operations Solutions Specialist team consolidates the expertise of the organization to address a myriad of complex, niche functions and scenarios via a case management channel. This team assists their Consumer Investment Operations Support peers to help care and deliver for their clients’ complex needs. Provides elevated support of select complex operational requests for all Consumer Investment field and home office teams, to ensure client request resolution is handled seamlessly. The team consists of experts on specialty scenarios providing a research/escalation resource, partnership with process specialists, and fulfillment on a multitude of fronts for Consumer Investment frontline associates.

Requirements

• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
• Exceptional critical thinking / problem solving Qualifications to immediately address complex, niche client issues
• Apply sound judgment in making decisions
• Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery
• Relationship management Qualifications and ability to anticipate needs of business partners that we support
• Strong client service proficiency including excellent verbal, written and listening Qualifications
• Ability to multi-task and independently prioritize his/her workload.
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork Qualifications
• Strong analytical, negotiation and problem-solving Qualifications
• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Relationship management skills and ability to anticipate needs of business partners that we support
• Proven ability to coach others with a passion for excellence and willingness to exceed expectations
• Superior client service proficiency including excellent verbal, written and listening skills
• Demonstrate exceptional organizational and time management skills
• Apply sound judgment in making decisions
• Highly motivated self-starter who can set goals and accomplish tasks with minimal supervision
• Expert knowledge of internal policies, procedures and processes to ensure flawless execution and delivery
• Ability to handle and expedite multiple tasks in a dynamic, fast-paced environment
• Account Management
• Advisory
• Business Operations Management
• Customer Service Management
• Process Management
• Active Listening
• Analytical Thinking
• Attention to Detail
• Business Process Analysis
• Policies, Procedures, and Guidelines Management
• Collaboration
• Continuous Improvement
• Customer and Client Focus
• High School Diploma / GED / Secondary School or equivalent

Responsibilities

• Responsible for providing service fulfillment, with case ownership, resolution, partnership, research, and proactive support for internal partners across the organization including Internal Support Teams and our clients on complex, niche scenarios
• Manage workload through CMC case functionality
• Adherence to service level agreements which include hitting response and resolution cycle time goals
• Ability to work independently and in partnership to resolve any operational challenge that presents itself
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships
• The team may handle complex, niche scenarios not limited to but related to profile merge issues, cost basis issues, history file adjustments, credit line increases, account restrictions, account opening errors and niche product support
• This model is built to align with business needs and goals of key partners which drive sales, associate / client satisfaction, and efficiencies
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies
• Serves as a subject matter expert for front-line associates and, at times, clients, in regard to Merrill products, service, and operational processes
• Handles complex issues related to Merrill service and products
• Provides approvals to resolve client inquiries and escalations
• Focuses on risk mitigation, policies, and procedures to ensure exceptions and approvals are within the appropriate guidelines
• processing intake requests, owning cases from beginning to completion, and following up with clients and home office associates
• providing end-to-end service ownership with point-of-call resolution, providing partnership, and researching and proactively supporting the home office teams
• handling onboarding, funding, ongoing service, product and sales support inquiries across the Merrill suite of products and demonstrating the highest standard of service for every associate interaction

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees