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 a diverse and 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!

The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Job Description:
This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

Assists with coordination of implementation for products, services, and operational solutionsSupports the design, documentation, implementation, and monitoring of new products and servicesProvides guidance regarding procedural, technical, and operational changesExpands business products knowledge within operations environmentBuilds network by developing relationships with partners and teammatesInspects data to identify issues and trendsCollects and interprets data to validate operational processesInbound Call Center Customer Service Rep receiving calls including day-to-day analysis, research and resolution of varied problems related to ACHResponsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement paymentsFunctions include administering defined procedures, analysis and report generation, and exception processingContact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual casesAid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds

Required Qualifications:

Minimum of 1 year call center experienceMust be able to Multitask using various systems/applications as well as different tasks at different times.Exceptional Customer Service experience and excellent oral and written communication skillsTyping and Data entry experienceExcellent time management and prioritization skills, with ability to meet deadlines under pressureExperience with working independently and on teamsExperienced with Microsoft Office Suite, especially ExcelExperienced with managing multiple priorities and multi tasks

Desired Qualifications:

Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,Expert level Excel experienceWorking knowledge of payment investigations system ​Electronic Wiring and Financial industry experienceBusiness, Finance, Accounting, Economics, or similar major preferred

Skills:

Attention to DetailCustomer and Client FocusMonitoring, Surveillance, and TestingProcess Performance ManagementResearchAdaptabilityBusiness AnalyticsCritical ThinkingReportingWritten CommunicationsData ManagementPolicies, Procedures, and Guidelines ManagementProcess DesignProcess EffectivenessStrategic Thinking

Shift:

1st shift (United States of America)

Hours Per Week: 

40