Transaction Management Ops Representative | BPRO Personal Retirement 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 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 transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include reconciliation, settlement, and trade and transfer support and providing quality service and operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and escalating complex issues to leadership to minimize risk.

Responsibilities:

• Performs standard transaction processing and reconciliation according to the established written guidelines and procedures.
• 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 needed.
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution.
• Per the Department of Labor (DOL), a Retirement Discussion Tool (RDT) is required for advisors to use for new and existing clients to document decisions around employer-sponsored plan rollovers and broker transfers, whether a client needs to decide or has already decided regarding an employer-sponsored plan rollover or custodial transfer. The tool is used to determine whether to recommend a rollover/broker transfer to the client/prospect.
• Daily, the team receives reports and must determine whether a correct RDT is on file or not and performs an outreach via email to the affected financial advisors if a deposit hits a client retirement account for the following scenarios: if no RDT was found, if the RDT is greater than 180 days or if the RDT source of funds does not match deposit type.
• The team is also responsible to track the responses received from the financial advisors. Also, performs entry-level reviews with the RDT tool & performs outreach to Financial Advisors as needed, responds to inbound email inquiries in relation to RDT questions, Responsible for performing complete tracking on RDT status & responses.

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

• Ability to communicate clearly with peers & leadership
• Willingness to meet virtually for trainings & other meetings due to multi-site team strategy
• Strong written communication skills
• Capable of paying close attention to detail with client account information
• Ability to learn & become proficient with Microsoft Excel, E-Task, and Merrill internal applications