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!

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.

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.

Responsibilities:

• Processes transactions according to established procedures and prescribed processes required
• 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

Required Qualifications:

• Strong client service skills
• Ability to multi-task and independently prioritize his/her workload.
• Demonstrate a cooperative and professional work attitude
• Capable of multi-tasking and 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 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

Skills:

• Account Management
• Adaptability
• Customer and Client Focus
• Data Collection and Entry
• Process Effectiveness
• Active Listening
• Continuous Improvement
• Customer Service Management
• Data Quality Management
• Result Orientation
• Attention to Detail
• Business Operations Management
• Business Process Analysis
• Critical Thinking
• Process Management

Shift:

Hours Per Week: