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.
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Job Description:
This role is in Consumer Tax Operations. Responsibilities include reviewing and validating IRS Form W-8 (Certificate of Foreign Status), IRS Form W-9 (Request for Taxpayer Identification Number) and Signature Cards for interest bearing consumer deposit accounts. Will solicit customers for missing or expired Forms W-8 or W-9, respond to phone inquiries from front line employees and customers related to Consumer Tax Operations processes. Support team process functions. All job functions require adherence to IRS and bank guidelines.
Responsibilities:
- Performs standard activities supporting credit disputes, escalations and tax reporting while following established written procedures and guidelines and ensuring accurate and timely delivery
- Performs basic research, follow-up, and resolution of routine financial data research requests
- Reviews relevant documents and forms to identify and resolve issues
- Validates financial data and reports against system of record
- Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
- Provides quality phone service and support to internal partners and external clients
Required Skills:
- Must be detail oriented, an independent thinker, and able to handle multiple functions concurrently while following related laws, rules, regulations & procedures to effectively deliver optimal performance and balance production & accuracy with timeliness.
- Ability to handle incoming phone calls related to the line of business functions while following policy standards related to caller authentication and complaint capture.
- Must be able to navigate and use various internal systems to research, review, update and confirm customer tax status while processing documents and handling inbound calls.
- Must have strong written and verbal communication skills to communicate effectively with customers and partners to provide comprehensive, clear and concise information.
- Able to work independently or as part of a team.
- Proficient with Microsoft Office tools (Outlook, Excel, Skype, etc.).
- Takes ownership to proactively identify opportunities to enhance customer experience or improve processes.
- Must be able to accommodate an 8-hour work schedule between the hours of 6:00 a.m. to 5:00 p.m., Monday - Friday and work overtime during the high-volume season (January - April) which may include weekends.
Desired Skills:
• Bi-lingual in Spanish
Shift:
1st shift (United States of America)
Hours Per Week:
40