Consumer Investments - Account Maintenance Case Manager
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. We’re devoted to being a diverse and inclusive workplace for everyone. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact.
As an Operations Case Manager, you will provide white glove service to colleagues and clients on inquiries related to sensitive and crucial account changes. You must have a desire to deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. You will be directly responsible for assisting clients in four specific areas of specialty: Abandoned Property, Divorce, Power of Attorney, and 529 Maintenance requests. You will assist with phone calls, email boxes, processing queues, and research and resolve escalations. You will be required to do proactive outreach to account owners and third parties to ensure their needs are met, acting as a liaison between both parties to ensure that all necessary documents are obtained. You must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries. 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:
- Ability to multi-task and independently prioritize workload.
- Demonstrate a cooperative and professional work attitude.
- Capable of working efficiently under stress and high volume.
- Strong organizational, time management, and teamwork skills.
- Strong analytical, negotiation, and problem-solving skills.
- Foster collaborative relationships within and across business units.
- Attention to detail and follow-through on assignments.
- Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge.
- Demonstrate excellent verbal, written, and listening skills.
- Apply sound judgment and enterprise-wide mindset in making decisions.
- Understand and demonstrate cultural awareness, integrity, and ability to work as part of a team.
Desired Qualifications:
- Customer Service and/or call center experience preferred.
- Knowledge of Merrill systems, products, and applications.
- Strong communication skills, both written and verbal.
- Ability to be flexible and open to change within the line of business.
Responsibilities:
- Processes transactions according to established procedures and prescribed processes.
- Demonstrates operational discipline while handling complex and diverse operational functions.
- Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry.
- Assists with phone calls, email boxes, and processing queues.
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details:
Pay range: $23.02 - $30.75 hourly pay, offers to be determined based on experience, education, and skill set. This role is compensated with a base salary and is not incentive eligible. This role is currently benefits eligible.
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