Account Management Ops Representative

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations.

Responsibilities:

• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service
• Performs basic research, follow-up and resolution of routine research requests
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution
• Reviews and approves required account documentation

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Attention to Detail
• Collaboration
• Written Communications
• Prioritization
• Recording/Organizing Information
• Result Orientation

Line of Business Job Description:

Wealth Management Operations (WMO) provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, the Onboarding and Maintenance Support teams execute manual processes and monitor automated processes to accurately gather and maintain required information that identifies client accounts and assets such as legal names, address, product type, critical event dates, asset descriptions, and beneficiaries. 

Merrill Onboarding and Maintenance supports the onboarding and maintenance related functions for brokerage accounts.  The Account Management Ops Representative will provide support to the branch office.  Team functions include documentation review and activating brokerage account traits.  Support can be provided by working cases or taking internal phone calls from the branch office for more escalated items.    

A successful Account Management Ops Representative on this team:

• Respond to phone calls on the internal line.
• Work cases in SRP and ASAP
• Review documentation for completeness and accuracy
• Decision cases while putting the client and branch office in the forefront while managing risk.  
• Proven decision-making skills, and the ability to effectively manage risk.
• Proven track record delivering for internal and/or external clients. 
• Strong organizational and teamwork skills
• Results oriented; driven and ambitious.
• Must be flexible with schedule (Operational hours are 8:00 AM – 6:30 PM)
• Quick learner and self sufficient
• Demonstrates initiative while working independently​

Required Skills:

• Oral and Written Communications: The ability to communicate through spoken and written words a via direct conversation or telephonic, email and/or work queues sharing information (i.e., storytelling) that informs and engages the audience.
• Account Management: The ability to provide services and support to clients.
• Customer and Client Focus: The ability to identify, understand and prioritize the needs of internal, external, prospective and existing customers in order to provide solutions, resolve problems, and address questions.
• Collaboration: The ability to work with others to complete a task or achieve a common goal in the most effective and efficient way.
• Research: The ability to gather information about a topic, review, analyze and interpret the results to support a recommendation or solution.
• Attention to Detail: The ability to achieve thoroughness and accuracy when accomplishing a task and process detailed information effectively and consistently.
• Recording/Organizing Information: The ability to accurately capture, summarize, and organize relevant information (such as client/employee forms) using computer applications.

Desired Skills:

• ​Experience with brokerage account operations and systems
• 1+ year(s) of Legal Document Review (not required)
• Proficient with Microsoft Office, Outlook, Word and Excel
• Ability to manipulate data using spreadsheets and other similar desktop applications
• Knowledge of Various Investment Types (stocks, bonds, mutual funds, etc.)
• Experience, knowledge of or studies related to Finance or Accounting 
• An understanding of technology and the ability to incorporate that understanding into process improvements​

Shift:

Hours Per Week: