Consumer Investments Operations Senior Solutions Specialist

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:
Elite Consumer Investment Operations Support Team is a team of top-tier, highly talented associates who work alongside managers and higher-tier front-line associates to ensure an exceptional client service experience is delivered. Associates will handle a wide range of operational support functions such as account opening, money movement, and ongoing maintenance requests. In addition to supporting higher tier front line units, we also support GWIM and Private Bank partners that have hybrid relationships within Consumer Investments. All Elite associates own the dedicated relationship with the front line associates they support. In addition, the team supports various initiatives which align with Consumer Investment goals driving performance, associate/client satisfaction, and efficiencies across the organization, while building a powerful relationship with our partners.  The team is also involved in client remediation activities, asset retention and operational outbound call campaigns, processing fulfillment across operations, and other development opportunities such as interim leadership as business needs arise. 

This job is responsible for supporting front line Consumer Investment associates in the delivery of an efficient and high-quality client experience. Key responsibilities include intaking and owning resolution on a wide range of operational support functions such as account opening, money movement, and ongoing maintenance requests. Job expectations include providing the highest standard of service to top tier sales associates, relationship managers and Wealth Management partners that have hybrid relationships within Consumer Investments. 

Responsibilities:

Effectively partner and deliver optimal solutions for the front line associates you are aligned to through the dedicated support model.

• Build robust valued relationships with your partners
• Elite associates are expected to process intake requests, handle and own cases from creation to completion, and follow up with clients and partners at each stage.
• Provides end-to-end white glove service ownership with point of call resolution, partnership, research, and proactive support.
• This enhanced service model is built to align with business needs and supports sales, partner satisfaction, and efficiencies.
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with their dedicated partners.
• The team handles on-boarding, funding, ongoing service, product, and tutorial support inquiries across the Merrill suite of products
• Elite associates will be responsible for demonstrating the highest standard of service for every associate interaction. This person will be expected to:
  • Act as the expert for front-line associates and at times, clients, regarding Merrill products, service, and operational processes
  • Handle complex issues related to Merrill service and products
  • Provide approvals to resolve customer inquiries and escalations
  • Strong focus on risk mitigation and policies and procedures to ensure exceptions and approvals are within the appropriate guidelines
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies
• Examples of call inquiries requiring resolution may include new account opening, client identity validation, account linking and householding, and deposit delay lifts.
• Licensed associates may provide inbound call coverage for client facing teams during periods of high call volume (Licensed Only posting)
• Operational Outbound Call Campaigns to retain client assets and repair operational fulfillment cases
• Leadership Coverage

Required Qualifications:

• Relationship management skills and ability to anticipate needs of business partners that we support
• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Proven ability to coach others with a passion for excellence and willingness to exceed expectations
• Superior client service proficiency including excellent verbal, written and listening skills
• Demonstrates exceptional organizational and time management skills
• Applies sound judgment in making decisions
• Highly motivated self-starter who can set goals and accomplish tasks with minimal supervision
• Expert knowledge of internal policies, procedures and processes to ensure flawless execution and delivery
• Ability to handle and expedite multiple tasks in a dynamic, fast paced environment 

Skills:

• Advisory
• Business Operations Management
• Business Process Analysis
• Customer Service Management
• Process Management
• Account Management
• Active Listening
• Analytical Thinking
• Attention to Detail
• Policies, Procedures, and Guidelines Management
• Collaboration
• Continuous Improvement
• Customer and Client Focus

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40