Specialty Consumer Investments Operations Solutions Specialist

Bank of America • Lincoln, NE

2d • Onsite

About The Position

The Specialty Consumer Investments Operations Solutions Specialist team consolidates the expertise of the organization in order 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
• Strong analytical, negotiation and problem solving Qualifications
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork Qualifications

Nice To Haves

• Advisory
• Attention to Detail
• Business Process Analysis
• Hiring and Onboarding Process Management
• Account Management
• Analytical Thinking
• Business Operations Management
• Collaboration
• Continuous Improvement
• Active Listening
• Customer Service Management
• Customer and Client Focus
• Policies, Procedures, and Guidelines Management

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

Benefits

• Industry-leading benefits
• Access to paid time off
• Resources and support to our employees
• Support employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED