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 handling moderately complex operations processes related to credit disputes, escalations and tax reporting. Key responsibilities include analysis, research, reconciliation, reporting data validation and resolution of issues and identified customer requests which may carry high levels of risk within enterprise risk categories. Job expectations include handling moderately complex transaction processing, reconciliation, and resolution of research requests to clients, consumer reporting agencies or taxing authorities, consulting with management for support.

Perform the Global Markets client outreach for tax and/or regulatory and remediation documentation requests inclusive of monitoring, tracking and providing metrics on the outreach progress to date.
Follows established written procedures and guidelines, provides standard reporting and analytical support. Uses established techniques, analyzes and resolves a wide variety of moderately complex operations problems and initiatives including transactions that require special handling and/or exception handling.

Must have the ability to navigate multiple systems in order to handle client inquiries when issues arise and respond back to those queries as soon as possible. Daily monitoring and tracking of the outreach emails and subsequent follow up / outreach to clients that are unresponsive or currently out of office. Provide metrics reporting / status updates on a weekly basis to Senior Ops Mgt.

May manage projects and/or the introduction of new initiatives, systems, products/services and processes, coordinating necessary expertise across multiple operations functions and/or products. As a technical expert, may also function as an informal team lead, providing work direction and technical guidance to less experienced employees in resolving escalations and/or operational problems.

Responsibilities:

• Performs moderately complex activities supporting credit disputes, escalations, and tax reporting while following established written procedures and guidelines and ensuring accurate and timely delivery
• Researches and resolves moderately complex financial data requests or exceptions based on analysis of assembled data in an accurate and timely manner
• Performs routine analytics, report creation, and exception processing
• Identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units and escalates risk concerns, as appropriate
• Provides quality service and support for internal business partners and external clients

Required Skills:

• Drive tax operations projects and remediation to resolution
• Proficient written and oral communication
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Ability to participate in ad hoc projects for new processes, regulatory, tax & industry initiatives
• Excel knowledge
• Ability to manage multiple priorities and multi task

Desired Skills:

• Knowledge of Global Markets Operations
• Knowledge of Tax Operations
• Proficient in Microsoft applications including Excel and Word & PowerPoint 
• Demonstrates analytical, decision making, critical thinking and problem solving skills
• Must be comfortable in an environment with a heavy focus on details and accuracy

Skills:

• Customer and Client Focus
• Oral Communications
• Written Communications
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Collaboration
• Result Orientation
• Stakeholder Management

Shift:

Hours Per Week: