Account Management Ops Analyst

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.

Line of Business Description:

After a client sends an onboarding or maintenance request through our internal systems, the Merrill Banking Onboarding & Maintenance team confirms the documents are in good order, opens or updates account information per the request, and initiates required communications. This team completes a high volume of work within a 24-48-hour period.

Responsibilities:

• Performs review for accuracy, completeness and risk assessment of documentation or client account information ensuring all requirements are met
• Identifies criteria to approve/decline the request for account opening according to the established written guidelines and procedures
• Researches and resolves data inconsistencies by applying procedures and escalating to support partners when needed
• Responds to internal business partner inquiries related to service requests via email and escalates more challenging issues to leadership as needed
• Independently manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work
• Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational

• Minimum of 1 year experience finding and resolving data inconsistencies in highly detailed client provided documents
• Must have a demonstrated history of handling heavy caseloads and executing tasks within 24-48-hour turnaround deadlines
• Experience following standard operating procedures
• Experience interacting with partners via email and chat

• Experience using Microsoft Excel to manipulate data, create lists and track results
• Experience using multiple systems and applications to complete individual tasks accurately and efficiently
• Experience, studies, or knowledge in operations, banking, account management and customer service
• Ability to apply knowledge to improve processes

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