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 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.

Line of Business Description:

Upon receipt of a collateral or transaction request, the Collateral Monitoring team ensures requests are reviewed for accuracy and available collateral. Once the review is complete, the team manages the execution or return of the transaction to help ensure client assets are handled correctly.

Responsibilities:

• Manages team workflow and executes the processing across multiple systems, overseeing the intake, routing, review, and completion of collateral and Executive Equity Services transaction requests to ensure correct and prompt processing or return of transactions
• Provides coaching to influence performance and ensure the team correctly reviews transaction requests for accuracy, collateral availability, approvals, and documentation requirements, while addressing employee questions, documenting performance concerns or gaps in the process and escalating to leadership
• Monitor team-level and personally assigned daily volumes, service levels, and performance metrics to ensure collateral reviews, transaction approvals, and updates are completed within the required time limit, escalating capacity or risk concerns as needed
• Conducts quality assurance reviews and provides feedback on failures as part of routine supervisory approvals for brokerage and collateral transactions, ensuring requests meet established guidelines before execution or return
• Researches complex operational and client‑related requests, issues, and escalations, including collateral call discrepancies, insufficient collateral, or transaction exceptions, to find root cause and support resolution
• Supports risk management and audit processes, including identifying process gaps, escalating potential control issues, supporting corrective actions, and helping with exam and audit preparation related to collateral and transaction processing
• Understand the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational units

​Required Qualifications:

• Minimum 2 years of experience overseeing the work of team members
• Minimum 2 years of experience finding numerical discrepancies, performing transaction research and ensuring accuracy, completeness and regulatory compliance, while providing guidance to team members on proper client service standards
• Minimum 1 year of experience coaching others to meet or exceed quality expectations and performance benchmarks
• Demonstrated success, individually or as a team leader, in managing high-volume workflows, prioritizing assignments for team members, and consistently meeting service level agreements
• Ability in Microsoft Excel functions such as pivot tables, VLOOKUP, correct data labeling, interpretation of information, and execution of provided macros
• Experience with escalating potential issues to senior management

​Desired Qualification:

• Experience with wealth management client service, financial industry, regulations and/or operations

• Experience collaborating with cross-functional partners, such as lending, credit, technology, and control teams, to resolve issues and support business initiatives
• Coursework or work experience in operations, finance, or accounting

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Written Communications
• Account Management
• Analytical Thinking
• Coaching
• Mentoring
• Research
• Result Orientation
• Numerical Reasoning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: 

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