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:

Hours Per Week: