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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

Line of Business Job Description

Online Account Opening Specialists are critical to the development and growth of the business through the onboarding of new digital accounts.  They drive exceptional client care at the inception of the client relationship.  

Responsibilities:

• Review and remediation of account applications that are submitted online via MerillEdge.com
• Review client information for completeness and client verification via the firms policies and procedures
• Follow up with clients, gathering additional information, and setting expectations to fulfill the request
• Deliver high quality customer service, while demonstrating strong client focus, product knowledge
• Keen attention to detail and problem resolution
• Provide internal and external clients with accurate information by keeping abreast of procedures
• Ability to provide complete and concise explanations to inquiries made from all levels of personnel.
• Processes transactions according to established procedures and prescribed processes required
• Demonstrates operational discipline while handling complex and diverse operational functions
• Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
• Assists with phone calls, email boxes, and processing queues

Required Skills:

• Demonstrated ability to consistently meet or exceed established performance, productivity, quality, and service-level scorecard metrics in a fast-paced, metrics-driven environment.
• Proven ability to balance client needs, quality standards, and business objectives
• Ability to multi-task and independently prioritize his/her workload
• Ability to deliver high quality partner support, stressing partner/client needs, problem resolution, and service/product knowledge, contact center call management 
• A cooperative and professional work attitude 
• Capability to efficiently deliver under stress and high volume 
• Strong organizational skills, time management and quality/production metric goals 
• Interpret Relevant Policies, Procedures, Laws, Rules, and Regulations as applicable to cases 
• Strong analytical thinking, negotiation and problem-solving skills
• Critical thinking, Innovative thinking 
• Ability to foster collaborative relationships within and across business units 
• Attention to detail
• Personal end-to-end ownership of task resolution 
• Excellent verbal, written and active listening, customer and client focus 
• Application of sound judgment and enterprise-wide mindset in making decisions 
• Understanding and demonstration of cultural awareness, integrity and ability to work as part of team

Desired Skills:

• Some Customer Service and/or call center experience preferred
• Knowledge of Merrill systems, products and applications preferred

Skills:

• Account Management
• Adaptability
• Customer and Client Focus
• Data Collection and Entry
• Process Effectiveness
• Active Listening
• Continuous Improvement
• Customer Service Management
• Data Quality Management
• Result Orientation
• Attention to Detail
• Business Operations Management
• Business Process Analysis
• Critical Thinking
• Process Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: 

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