Abandoned Property Transaction Management Ops Team Lead Jacksonville, Florida **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 overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed. **Responsibilities:** + Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables + Provides day-to-day training and coaching to team while addressing employee inquiries and escalations + Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate + Conducts quality assurance reviews and provides routine supervisory manager approvals + Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions + Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management + Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation **Skills:** + Attention to Detail + Customer and Client Focus + Oral Communications + Prioritization + Problem Solving + Written Communications + Account Management + Analytical Thinking + Coaching + Mentoring + Research + Result Orientation **Line of Business Job Description:** The Merrill Abandoned Property Team performs critical and time-sensitive Non-Financial Regulatory Reporting (NFRR) processes including, but not limited to, performing abandoned account identification, handling statutory due diligence mailings and Client claims, and completing regulatory escheatment reporting. This role involves contact with Clients, branch office personnel and external U.S. state/territory unclaimed property employees with a focused goal of reuniting Clients with their assets. The teammate in this role will be expected to cross-train and learn all functions within the team. However, their primary responsibility will be the Due Diligence process which includes oversight of Client call center phone line (inbound and outbound), Client facing communications (emails and letters), and day-to-day processing service levels. This team works closely with Compliance, Enterprise Independent Testing, the Unclaimed Property Escheatment Enterprise Area of Coverage, Client Correspondence Online, and various operations groups. Additional duties include: + Performing regularly quality assurance reviews across the team’s processes + Reporting Monthly Metrics for SPI and Capacity plans + Assigning daily tasks and monitoring completion + Handling escalations related to client calls, email inquiries, and documents received + Communicating (written and verbal) with various branch offices, Clients, and/or state representatives + Coordinating Client mailings (letters and emails) + Monitoring and submitting Client complaints + Managing day-to-day projects with interns (when applicable) + Overseeing onboarding and training of new hires + Conducting research and outreach to reunite abandoned Clients with their assets + Performing weekly call reviews and coaching for all associates speaking to Clients + Monitoring attendance and daily phone adherence–making adjustments as necessary to ensure phone coverage at all times + Learning all departmental processes and being cognizant of downstream effects on other areas + Mitigating risk by identifying and proposing process improvements + Overtime may be required to support business needs, primarily during the months of September and October **Required Qualifications:** + Must maintain positive and professional attitude in a team-oriented, fast-paced work environment + Work effectively and efficiently as team lead + Ability to adapt to a changing environment and handle multiple priorities + Proficiency with Excel + Possess strong analytical and problem-solving skills + Be able to de-escalate situations at point of call and take ownership of any issues through remediation + Have ability to effectively service/resolve client inquiries + Excellent writing and analytical skills + Demonstrate organizational skills and proven attention to detail **Desired Qualifications:** + Undergraduate degree preferred or Industry experience equivalent + Flexibility to perform well in a changing environment as processes evolve + Proficient with Microsoft Office, Outlook, Word, and Excel + Ability to prioritize and manage multiple job-related duties, including day-to-day tasks and project work + Strong understanding of rules and regulations, policies, and standards​ **Shift:** 1st shift (United States of America) **Hours Per Week:** 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . 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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.