Merrill Onboarding & Maintenance Account Management Ops Representative

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At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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

LOB

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 & Maintenance Support teams execute manual processes and monitor automated processes to gather and maintain required information that identifies client accounts and features such as legal name(s), address, product type, beneficiaries, etc. to accurately open, modify or close accounts.

Upon the receipt of new account and/or maintenance request from the Merrill Branch Office, the Support Onboarding, Maintenance, and Associated Data – Brokerage team ensures all documentation, regulatory requirements, and required client correspondence have been met for the account to be opened and/or updated. Requests may be returned for additional or incorrect information and a secondary review is completed on higher risk requests. The account management is complete once the request is decisioned.

Required Skills:

A successful Account Management Ops Representative on this team:

• Performs an accuracy, completeness, and risk assessment of documentation or client account information, identifies and resolves any discrepancies or gaps, then approves/declines the request for account opening or maintenance according to the established written guidelines and procedures.
• Researches and resolves data errors by applying procedures and engaging support partners when needed.
• Responds to internal business partner inquiries related to errors via phone and email and escalates more challenging issues to leadership as needed.
• 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 of how the work impacts other operational units.

Desired Skills:

• Oral Communications
• Written Communications
• Customer and Client Focus
• Attention to Detail
• Results Driven
• Numerical Reasoning"​

Shift:

1st shift (United States of America)

Hours Per Week:

40