Research & Adjustments Representative 3

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.

Responsibilities:

• Assists peers and leadership with resolving complex, time sensitive exceptions
• Handles escalations received from business partners by providing clean concise communication through email and phone
• Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Documents actions taken on behalf of the client

Required Qualifications:

• Current Research and Adjustments Rep II
• Must have prior training experience
• Must have experience with PEGA queues – 1st of the month BL CBR Monthly Reporting Routines Perform 2nd Review Routines for Credit Balance Refunds processing in PEGA/ENG Queues. Review and sort mid month ENG Report to capture monthly logouts and refunds processed.

Skills:

• System experience with: PEGA / Wave, ENG/PNSR, TYSY 9300 and 6040, and PIX
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Pipeline Management
• Research
• Active Listening
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40