Account Management Ops Representative - Loan Management Account Operations

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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.

Line of Business Description:

After a client submits an onboarding or maintenance request to the Merrill front office, the Loan Management Account Operations team ensures that all documentation and regulatory requirements have been met and approve the request for automated activation. After activation is complete, the team confirms all system information is correct, so the client can access the product. This group must complete a high volume of work within a 48-hour time frame.​

Responsibilities:

• Reviews highly detailed documents or client account information for accuracy and completeness, identifies and resolves discrepancies, and approves or declines requests based on established guidelines and procedures
• Conducts risk assessments for each request type and applies appropriate risk mitigation steps in accordance with established guidelines and procedures
• Researches and resolves data issues by following documented procedures, using trouble shooting guides, and engaging support partners when necessary
• Responds to internal business partner inquiries regarding errors or reporting through phone and email, and escalates complex issues to leadership as needed
• Manages a case load by prioritizing tasks according to due dates and other factors to ensure timely completion of work with significant support from a more tenured team member
• Understands the assigned portion of the end-to-end process, including process controls and associated risks
• Performs onboarding and maintenance activities for client accounts and reviews required account documentation
• Responds to client inquiries through multiple channels to support operational efficiency and quality service
• Performs basic research and follow-up to resolve routine requests
• Identifies potential issues in daily operational tasks and escalates risk concerns when appropriate
• Provides general operational support by assisting with routine tasks that help maintaining daily workflow and operational efficiency
• Reviews and approves required client account documentation​

Required Qualifications:

• Experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work
• Experience identifying errors and working with partners to resolve issues
• Strong written and verbal communication skills for effective phone and email interaction with internal partners
• High attention to detail with the ability to consistently follow established procedures​

Desired Qualifications:

• Experience using Microsoft Outlook for email
• Ability to work with and manipulate data using Microsoft Excel to track results
• Understanding of technology and the ability to apply that knowledge to process improvements
  

Skills:

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

Hours Per Week: