Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

As an Operations Case Manager, you will provide white glove service to colleagues and clients on inquiries that are related to sensitive and crucial account changes. As a Case Manager you must have a desire to deliver high quality customer service, stressing client focus, product knowledge, and problem resolution.  This is a rewarding position where you are empowered to take ownership, facilitate paperwork and processes. You will be directly responsible for assisting clients in four specific areas of specialty.  These areas include Abandoned Property, Divorce, Power of Attorney and 529 Maintenance requests. Within these specialties you will assist with phone calls, email boxes, processing queues, and research and resolve escalations. Case Managers assist with document remediation by making critical account changes and/or updates, paperwork processing, document fulfillment as well as outbound call support for internal and external clients. You will be required to do proactive outreach to account owners and third parties to ensure their needs are met, in most cases you will act as a liaison between third parties and clients, to ensure that both parties are aware of what documents are needed in order to remediate and complete their specific request/needs. They must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. There are strong opportunities to assist management with complex issues, process improvements, and new initiatives to better the client experience while developing leadership abilities.

Required Qualifications:

Strong client service skillsAbility to multi-task and independently prioritize his/her workload.Demonstrate a cooperative and professional work attitudeCapable of multi-tasking and working efficiently under stress and high volumeStrong organizational, time management and teamwork skillsStrong analytical, negotiation and problem solving skillsFoster collaborative relationships within and across business unitsAttention to detail and follow through on assignmentsDeliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledgeDemonstrate excellent verbal, written and listening skillsApply sound judgment and enterprise-wide mindset in making decisionsUnderstand and demonstrate cultural awareness, integrity and ability to work as part of team

Desired Qualifications:

Customer Service and/or call center experience preferredKnowledge of Merrill systems, products and applicationsStrong communication skills, both written and verbalAbility to be flexible and open to change within the line of business

Enterprise Job Description:

This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

Responsibilities:

Processes transactions according to established procedures and prescribed processes requiredDemonstrates operational discipline while handling complex and diverse operational functionsCovers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entryAssists with phone calls, email boxes, and processing queues

Additional Skills Used:

Account ManagementAdaptabilityCustomer and Client FocusData Collection and EntryProcess EffectivenessActive ListeningContinuous ImprovementCustomer Service ManagementData Quality ManagementResult OrientationAttention to DetailBusiness Operations ManagementBusiness Process AnalysisCritical ThinkingProcess Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40