Research & Adjustments Rep III (SCRA)

Job Description:

The SCRA Operations group ensures all eligible servicemembers receive the full package of benefits available under the Servicemember Civil Relief Act (SCRA) for all their Bank of America products based on their qualifications.  SCRA leverages a four-part process to evaluate applicants and deliver benefits through the designated time frame.  The process is supported with automation at multiple points to make the process accurate and efficient. The SCRA Team will support end to end application and monitoring of SCRA benefits.

Responsibilities include:

• Investigate daily incoming research and adjustment inquiries and resolve differences
• Accurately documents required systems with supporting information in clear and concise business writing to ensure information is correctly understood by internal and external partners
• Maintains adherence to service level agreements and all laws, rules and regulations
• Independently manages a portfolio of work using an automated tool to track activities and timelines
• Proactively identifies and escalates risks or issues within individual cases that may appear in other cases to prevent adverse impacts to clients
• Seeks opportunities to cross train on the end to end function and participate in special projects to improve the overall operation as needed
• Performs all the functions required at the Research & Adjustments Representative III level and may act as a lead and workflow coordinator
• Provides direction and guidance to less experienced department researchers
• Ensure that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls

Required Skills and Knowledge:

• A desire to advocate for internal/external clients to meet and exceed their expectations
• Ability to compile a complete picture of a situation from a variety of sources and from research within a variety of systems
• Expert ability to compare information to a set of criteria and select the correct course of action
• Ability to analyze transaction history within a single account and across multiple accounts to confirm proper application of benefits
• Moderate level understanding of the most used bank products and features such as deposit accounts, credit cards, mortgages and vehicle loans
• Proficient/Excellent business writing skills
• Professional verbal and written communication skills
• Expert with point/click navigation of multiple systems
• Experience with MS Office suite including MS Excel and, MS Outlook
• Ability to build and maintain relationships within and outside the organization
• Ability to accurately execute an intricate process within very tight timelines in a changing environment.

Desired Skills and Knowledge:

• Experience or coursework in banking products or application of specialty benefits including certifications or badges from Consumer Academy or GTO University demonstrating skills or knowledge applicable to the role
• Experience in a research role
• Experience working in a SCRA Servicing environment or other heavily legal environments
• Novice to proficient skills using MSP, TSYS, Interact, DALS, IALS, DM9, FileNet and Pega related workflow
• Working knowledge of the requirements in the Servicemembers Civil Relief Act
• Experience with MS OneNote and MS PowerPoint

Shift:

Hours Per Week: