Sr Fulfillment Specialist - Quality Assurance

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:
First point of contact for clients submitting implementation requests via email channel for high revenue clients. Handles end-to-end processing for less complex implementation while engaging other business partners as needed. May work with internal business partners to ensure the successful implementation of services. Key Responsibilities - Manage dedicated email inbox, prioritize, client requests, case and implement eligible items; Create a case/package for tracking, monitoring and E2E resolution as applicable; Receive and respond to implementation requests received by email and questions from internal partners; Conduct limited research and respond to client and be able answer questions and inquiries; Utilize the various bank systems to support clients requests.

LOB Job Description:
Provide analytical support in executing internal control and operational excellence. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Perform In-Line Quality Assurance (ILQA) reviews for the Implementation of Treasury Products,  Account Openings, and Account Maintenance requests received in various workflow platforms: Onboard Assist, GFS, and GSS. Monitor QA escalations and workflow assignments throughout the day. May manage staff.

Responsibilities:

Responsibilities include, but are not limited to:
*Demonstrate the ability to be a self-starter, demonstrate ownership, and become a subject matter expert
*Ability to quickly locate resources and manage desk routines so tasks and responsibilities are met
*Completing inline quality assurance reviews on the implementation of treasury products, account opening, and account maintenance requests received via various workflow platforms: Onboard Assist, GFS, and GSS.
*Partner with internal business partners to obtain the necessary information to complete Inline Quality review.
*Review legal documents to determine if adequate documentation has been provided to meet regulatory, compliance, and LOB procedure guidelines
*Works with Implementation Associate to obtain missing information preventing the quality review from moving forward.
*Utilizes various bank systems to complete quality review requests.
*Identifies and escalates process/procedure gaps to mitigate risk.
*Exercises judgment and discretion with respect to client relationships and problem resolutions,

Desire Qualifications: Experience in processes and systems for North America Treasury Fulfillment. (OBA, AM, GFS, GSS, etc.)
*Experience with procedure documentation and/or QA testing. Data management knowledge beneficial.
*Ability to work in a fast-paced environment to drive Quality goals with meeting aggressive delivery deadlines
*Proven leadership role or proven leadership skills
*Detail-oriented
*Excellent written and verbal communication skills
*Relationship management skills
*Proficient with Excel and PowerPoint
*Minimum 2 years of experience handling difficult situations with customers.
*Minimum 2 year of Treasury experience and/or QA experience.

∙ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
∙ Excels in working among diverse viewpoints to determine the best path forward
∙ Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
∙ Commitment to challenging the status quo and promoting positive change.
∙ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
∙ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Shift:

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