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.  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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.  Join us!

Job Description:

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Line of Business Job Description:

The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

This is an Inbound Call Customer Service role receiving multiple calls throughout the day. Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 50+ calls per day. Functions include administering defined procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training.

Responsibilities:

Assists with coordination of implementation for products, services, and operational solutionsSupports the design, documentation, implementation, and monitoring of new products and servicesProvides guidance regarding procedural, technical, and operational changesExpands business products knowledge within operations environmentBuilds network by developing relationships with partners and teammatesInspects data to identify issues and trendsCollects and interprets data to validate operational processes

Required Qualifications:

Highly organized with strong attention to detailExperience receiving calls throughout the business day, up to 50+ calls per dayTyping and Data entry experienceClient facing experience Excellent time management and prioritization skills, with ability to meet deadlines under pressureExcellent oral and written communication skillsExceptional Customer Service experienceExperience with working independently and on teamsExperienced with Microsoft Office Suite, especially ExcelExperienced with managing multiple priorities and multi tasks

Desired Qualifications:

Expert level Excel experienceWorking knowledge of payment investigations systemsFinancial industry experienceBusiness, Finance, Accounting, Economics, or similar major preferred

Skills:

Attention to DetailCustomer and Client FocusMonitoring, Surveillance, and TestingProcess Performance ManagementResearchAdaptabilityBusiness AnalyticsCritical ThinkingReportingWritten CommunicationsData ManagementPolicies, Procedures, and Guidelines ManagementProcess DesignProcess EffectivenessStrategic Thinking

Shift:

1st shift (United States of America)

Hours Per Week: 

40