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 resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.

Schedule: Monday - Friday | 8:00 am - 5:00 pm

Responsibilities:

• Assists peers and leadership with resolving complex, time sensitive exceptions
• Handles escalations received from business partners by providing clean concise communication through email and phone
• Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Documents actions taken on behalf of the client

Required Qualifications:

• 4+ years of experience in Cash & Transportation Services, cash operations, accounting, transaction research, or related financial services operations.
• Experience applying accounting principles and analytical skills to research transaction discrepancies and determine appropriate resolution.
• Experience partnering with Risk and business partners to address control concerns, processing issues, and operational changes.
• Proven ability to conduct detailed transaction research and analysis to identify discrepancies, determine root cause, and support accurate resolution.
• Proven ability to manage workload and priorities to meet Service Level Agreement (SLA), productivity, quality, and accuracy requirements.
• Proven ability to apply sound judgment and accounting knowledge when researching and resolving complex operational issues.
• Proven ability to identify and escalate operational risks, control concerns, processing issues, and system impacts appropriately.
• Proven ability to identify opportunities to improve process efficiency, accuracy, and operational controls.

Desired Qualifications:

• Experience partnering with operations and cross-functional business partners to research transaction discrepancies, resolve operational issues, and address escalations
• Financial Center frontline experience

Skills:

• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Pipeline Management
• Research
• Active Listening
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

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

Line of Business REQUIRED EXPERIENCE

• 4+ years of experience in Cash & Transportation Services, cash operations, accounting, transaction research, or related financial services operations.
• Experience applying accounting principles and analytical skills to research transaction discrepancies and determine appropriate resolution.

Line of Business EXPERIENCE PARTNERING WITH

• Operations and cross-functional business partners to research transaction discrepancies, resolve operational issues, and address escalations.
• Risk and business partners to address control concerns, processing issues, and operational changes.

Line of Business PROVEN ABILITIES

• Conduct detailed transaction research and analysis to identify discrepancies, determine root cause, and support accurate resolution.
• Manage workload and priorities to meet Service Level Agreement (SLA), productivity, quality, and accuracy requirements.
• Apply sound judgment and accounting knowledge when researching and resolving complex operational issues.
• Identify and escalate operational risks, control concerns, processing issues, and system impacts appropriately.
• Identify opportunities to improve process efficiency, accuracy, and operational controls.

Schedule: Monday - Friday | 8:00 am - 5:00 pm

Shift:

Hours Per Week: