Sr. Ops Analyst - Escrow Management Service - Escrow Operations

Bank of America•Scranton, PA

5d•Onsite

About The Position

The Senior Operations Analyst supports the Escrow Management Service (EMS) client sub-account reporting product by processing and validating work across Escrow Ops Support and Escrow Processing. The role uses the bank’s EMR Mainframe Application and other bank systems. In Escrow Ops Support, the analyst is the first point of contact for inquiries from clients and internal business partners by email or phone, reviews and analyzes inquiries, determines appropriate handling and resolution, and provides timely, accurate responses. Escrow Processing work includes entering data into the EMR Mainframe Application to set up and maintain sub-accounts, process disbursements, and conduct research. The role also supports risk and compliance activities, including 1099-INT and 1042-S reporting related to IRS Forms W-9 and W-8, and applying OFAC requirements to the identification and maintenance of non-customer records. The analyst maintains accuracy, attention to detail, and adherence to operational controls, and assists with procedural reviews and internal audits. Success requires supporting a team, adapting to shifting priorities, handling multiple demands while meeting productivity and service-level expectations, and building effective relationships with clients and business partners. The role calls for analytical, problem-solving, and decision-making skills, as well as operational process knowledge gained in banking, financial services, or an operations environment and supplemented by on-the-job training.

Requirements

2 to 4 years of experience in banking and/or treasury management services.
Experience with Mainframe, ImageView, Wire Inquiry, GFS, OBA, and AVAYA.
Some working knowledge of tax forms, including 1099s and 1042s.
Intermediate written and verbal communication proficiency, including grammar and spelling, with 1 to 3 years of experience.
Ability to analyze and resolve customer inquiries.
Previous positions must have included solid customer contact.
PC proficiency with Microsoft Office applications, particularly Excel, and the ability to analyze and report operational data.
Experience writing and modifying procedures.
Ability to manage multiple priorities with attention to detail.
Strong business partnering and relationship management skills.
Self-motivated and able to work unsupervised.
Strong time management and task prioritization skills, including the ability to manage one's own time and tasks.
Ability to ask critical questions to identify opportunities.
Ability to manage risk effectively.
Strong analytical, problem-solving, and decision-making skills.
Operational process knowledge gained through experience in banking, financial services, or an operations environment, supplemented by on-the-job training.

Nice To Haves

PC proficiency with Microsoft Office applications, particularly Excel, and the ability to analyze and report operational data is preferred.

Responsibilities

Process and validate work supporting the Escrow Management Service client sub-account reporting product.
Support Escrow Ops Support and Escrow Processing activities using the EMR Mainframe Application and other bank systems.
Serve as the first point of contact for client and internal business partner inquiries received by email or phone.
Review, analyze, and determine appropriate handling and resolution of incoming inquiries.
Research inquiries using bank systems and applications and provide timely, accurate responses.
Enter data to set up and maintain sub-accounts, process sub-account disbursements, and conduct related research.
Perform risk and compliance work involving 1099-INT and 1042-S reporting related to IRS Forms W-9 and W-8.
Apply OFAC requirements to identifying and maintaining non-customer records.
Maintain accuracy, attention to detail, and adherence to operational controls.
Assist with procedural reviews and internal audits.
Manage shifting priorities and multiple demands while meeting productivity and service-level expectations.
Build effective relationships with business partners and clients.
Participate in collaborative efforts to advance tools, technology, and ways of working.