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 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.

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.

This is an Inbound Call Customer Service role receiving multiple calls throughout the day. Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 50+ calls per day. Functions include administering defined procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training.

Responsibilities:

Assists with coordination of implementation for products, services, and operational solutions

Supports the design, documentation, implementation, and monitoring of new products and services

Provides guidance regarding procedural, technical, and operational changes

Expands business products knowledge within operations environment

Builds network by developing relationships with partners and teammates

Inspects data to identify issues and trends

Collects and interprets data to validate operational processes

Skills:

Attention to Detail

Customer and Client Focus

Monitoring, Surveillance, and Testing

Process Performance Management

Research

Adaptability

Business Analytics

Critical Thinking

Reporting

Written Communications

Data Management

Policies, Procedures, and Guidelines Management

Process Design

Process Effectiveness

Strategic Thinking

Required Qualifications:

Highly organized with strong attention to detail

Experience receiving calls throughout the business day, up to 50+ calls per day

Typing and Data entry experience

Client facing experience

Excellent time management and prioritization skills, with ability to meet deadlines under pressure

Excellent oral and written communication skills

Exceptional Customer Service experience

Experience with working independently and on teams

Experienced with Microsoft Office Suite, especially Excel

Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

Expert level Excel experience

Working knowledge of payment investigations systems

Financial industry experience

Business, Finance, Accounting, Economics, or similar major preferred

Shift:

Hours Per Week: