Research & Adjustments Rep III

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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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.

LOB Description: Estate Servicing Operations (ESO)

Works with customers and families as they experience the loss of a loved one. The team manages life events related to deceased customers and estate maintenance and focuses on supporting beneficiaries and survivors.

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

Skills:

• Attention to Detail

• Critical Thinking

• Customer and Client Focus

• Pipeline Management

• Research

• Active Listening

• Decision Making

• Problem Solving

• Written Communications

• Adaptability

• Collaboration

• Risk Management

REQUIRED QUALIFICATIONS:

• Ability to work with multiple computer programs and switch from one to the next efficiently.

• Intermediate level experience with Excel and Power Point

• 1 year or more of successful experience working in a heavily process driven environment.

• Ability to analyze different types of information from various sources and synthesize it towards making a reasoned judgment (Critical Thinking)

• Ability to draw accurate conclusions based on a highly detailed comparative analysis of information in the account and information reference sources that detail applicable laws, rules, and regulations.

• Ability to achieve thoroughness and accuracy when accomplishing a task. and present work outcomes in a clear, complete, and precise fashion. (Attention to Detail)

• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and clearly articulate why a solution is the best course of action.

• Interpersonal written communication skills to accurately document activity and communicate with partners in proper business writing.

• Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn, Growth Mindset)

• Ability to leverage multiple software applications to execute an intricate process in a deadline driven working environment.

• Ability to remain current with iterative software and process updates.

• Ability and willingness to help teammates and collaborate on complex transactions.

• Dependable, results-driven and achievement focused.

• Open to receiving and providing coaching.

• Self-motivated to achieve personal standards of excellence.

• Ability to work cohesively within a team-oriented environment.

DESIRED QUALIFICATIONS:

• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.

• Highly motivated self-starter, proactive, with intense focus on results. Conveys a sense of urgency to achieve business goals and exceed expectations.

• Ability to handle ambiguity and adapt to changing circumstances

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

Shift:

Hours Per Week: