Sr. Ops Analyst - Escrow Management Service - Escrow Operations

Bank of America•Scranton, PA

3d•Onsite

About The Position

The Senior Operations Analyst processes and validates work supporting the Escrow Management Service (EMS) client sub-account reporting product. The role supports Escrow Operations Support and Escrow Processing using the bank's EMR Mainframe Application and other bank systems. It analyzes day-to-day issues, conducts research, resolves inquiries, builds procedures, completes complex analytics, creates reports, reviews exception testing and processing, and supports continuous process improvement by identifying trends and understanding the operations environment. In Escrow Operations Support, the analyst serves as a first point of contact for clients and internal business partners by email and phone, reviewing incoming inquiries and determining appropriate handling and resolution. The role conducts research using bank systems and applications and provides timely, accurate responses. In Escrow Processing, the analyst enters data and processes and verifies sub-account setups, maintenance, disbursements, and related 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 and adherence to operational controls, assists with procedural reviews and internal audits, and balances changing priorities while meeting customer needs, productivity, and service-level expectations. The position requires analytical, problem-solving, and decision-making skills, effective relationships with clients and business partners, and a collaborative, adaptable approach to work.

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 communication skills, including grammar and spelling, and verbal communication skills; stated as 1–3 years of experience.
Ability to analyze and resolve customer inquiries.
Previous positions must have included solid customer contact.
PC proficiency and experience with Microsoft Office applications, particularly Excel, and the ability to analyze and report operational data are preferred in the posting.
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 managing 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.
Strong working knowledge of operational processes gained through experience in banking, financial services, or an operations environment, supplemented by on-the-job training.
Ability to work quickly without sacrificing quality and to adapt to shifting priorities.

Nice To Haves

PC proficiency with all Microsoft Office applications, particularly Microsoft Excel, and ability to analyze and report operational data.
Brings new thoughts and ideas to teams to drive innovation and unique solutions.
Works effectively among diverse viewpoints to determine the best path forward.
Experience connecting with a diverse set of clients to understand future business needs; continuous learning orientation.
Commitment to challenging the status quo and promoting positive change.
Willingness to participate in and drive collaborative efforts to advance tools, technology, and ways of working for an evolving client base.
Values diversity to reflect, connect with, and meet the diverse needs of clients and employees.

Responsibilities

Process and validate work for the Escrow Management Service client sub-account reporting product.
Support Escrow Operations Support and Escrow Processing activities using the EMR Mainframe Application and other bank systems.
Serve as a first point of contact for client and internal business partner inquiries received by email or phone.
Review, analyze, route, and resolve incoming inquiries, providing timely and accurate responses using bank systems and applications.
Enter data and process and verify sub-account setups, maintenance, disbursements, and research activities.
Perform risk and compliance tasks related to 1099-INT and 1042-S reporting, IRS Forms W-9 and W-8, and OFAC requirements for non-customer records.
Maintain accuracy, attention to detail, and compliance with established operational controls.
Assist with procedural reviews and internal audits.
Support continuous process improvement by identifying trends and understanding the operations environment.
Build and modify procedures, complete complex non-routine analytics, create reports, and review exception testing and processing.
Manage multiple demands and shifting priorities while meeting customer needs, productivity, and service-level expectations.
Build effective relationships with clients and business partners and contribute to collaborative team efforts.