Client Servicing Specialist - Equity Prime Brokerage

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 Summary:
This job is responsible for conducting day-to-day activities to support business and clients globally by developing a deep understanding of the organization and services offered to resolve complex client inquiries. Key responsibilities include onboarding, servicing and offboarding clients, opening, maintaining, and reconciling account information. Job expectations include ensuring all activities are performed with a high degree of accuracy and comply with all regulations and policies while driving solutions that best meet our clients’ needs.

A dynamic single contributor acting as the daily point of contact between the firm and the client for identifying and resolving operational questions and issues along with maximizing processing efficiency.  Responsible for ensuring issues are resolved and appropriate client communication has taken place.  Such as, operational tasks dealing with the client's financing, custody, settlements, stock loan, and reporting.  Coordinate across global support areas at the bank, to deliver operational client service excellence within a consistent framework of risk and control standards.  Leverage core infrastructure, knowledge base and technology to develop and provide standardized solutions and best practices.  Ability to produce qualitative data supported by metrics and analytics, with a focus on driving key strategic change initiatives across client operational services. Perform root cause analysis, trend client behavior, influence change, and collaborate with the broader CSR team to use data and facts towards calculated client reviews. Partnering with the business and senior operations leadership to resolve issues and drive strategic solutions across multiple Prime Brokerage products including financing, clearing, custody, and swap. Key skills include client facing experience, strong presence to lead discussions, and subject matter expertise of operational platforms and processes in global markets. Knowledge of Prime Brokerage, Margin, Settlements, Corporate actions, Other Operational functions, the Hedge Fund industry, and client facing experience are all helpful

Responsibilities:

• Improves and simplifies the client experience, reducing manual touchpoints.
• Ensures transactions are completed in an accurate and timely manner, managing escalations as needed.
• Drives operational initiatives both internally and with clients to drive efficiencies, increase revenues and reduce risk.
• Timely response to client queries regarding trade breaks, Asset transfers, Margin disputes, Corp Actions, Box Positions, SL charges, etc.
• Liaising with other internal departments to ensure timely resolution of Client fails.
• Involvement in ad hoc projects for new processes or industry initiatives
• Breaks investigation and resolution

Required Skills & Qualification:

• Preferred 2 or more years of Equity Prime Brokerage, and Finance and Clearing experience
• Strong client-facing skills with the ability to lead discussions and resolve issues effectively.
• Strategic mindset with ability to analyze data and provide root cause analysis.
• Proficient in Microsoft Office Suite products.
• Detail Oriented.
• Develop strong rapport with front line units and business partners
• Ability to travel 5-10% of the time.
• Operates successfully in a self-driven / fast-paced environment
• Proven ability to manage competing needs and drive to quality despite changing priorities and tight deadlines
• Ability to mitigate Operational Risk and establish Risk Framework.
• Presentable, confident and client focused. Client facing experience or ability to conduct discussions with Clients in a confident manner
• Excellent communications skills and ability to present to an audience
• Ability to work under pressure in a team environment
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds
• Self-motivated and able to work unsupervised. Candidate will be able to manage own time and know when to escalate
• Knowledge of Operational Risk, Client Money Protection and Funding

Desired Qualification:

• Previous experience within a client service team with particular focus on DMA and OTC settlement is preferred.
• Experience in Tableau for data analysis and reporting is preferred

Skills:

• 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
• Bachelors Degree or equivalent work history
• Active Listening
• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Client Management
• Prioritization
• Adaptability
• Critical Thinking
• Innovative Thinking
• Relationship Building

Shift:

Hours Per Week: