Transaction Management Ops Analyst

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 a diverse and 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.

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 moderately complex transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include reconciliation, settlement, and trade and transfer support, and providing quality service and operations support for internal business partners and external clients, in accordance with established guidelines and procedures. Job expectations include handling in operational processes which may carry medium to high levels of monetary risk and assisting in training less experienced team members.

Responsibilities:

• Performs moderately complex transaction processing and reconciliation with medium to large monetary impact according to the established written guidelines and procedures
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Responsible for the analysis and resolution of moderately complex transactions requiring escalations and exceptions
• Proactively identifies risk and opportunities for process improvements based on an understanding of how the work impacts other operational units

Skills:

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

The Institutional Retirement Benefits, Payroll and Disbursements team within Wealth Management Operations provide onboarding, plan maintenance and operational support for Institutional and Personal Retirement clients for product lines offered through Bank of America Workplace Benefits. Listed below are several of the various processes in which this position would be responsible for:

• Responsible for supporting the day-to-day resolution of complex client problems and escalated issues.  Ensure all customer inquiries and complaints are resolved within corporate policy guidelines and SLAs.
• Responsible to stay abreast of new product developments, process enhancements impacting HBS products and services.
• Assist with regulatory and audit assessments as required.
• Responsible for providing efficient, courteous service to inquiries and requests from internal associates and external clients.
• Provide Siebel case metric tracking, reporting and act as liaison between HBS and other business partners including external vendors to ensure that high quality and comprehensive client service is provided to HBS clients in accordance with defined parameters.
• Perform vendor oversight functions to ensure that SLA's are met.  Operational functions includes response/research, account maintenance and analyzing and determine cause and resolution to inquiries and request. Proactively assist other team members when workloads dictate.
• Provide support of the tracking of billing reconciliation for 40+ clients who require aged receivable tracking.  Includes working with Relationship managers to follow up and provide support on aged receivables as needed.
• Provide support of fulfillment mailing quality assurance, mail tracking and peer review for the mailing of various HBS Fulfillment items.
• Support team by assisting Team Leader and/or Manager in the completion of special projects as required.
• Provide back-up Operational support for various HBS processes including, debit card updates, debit card monitoring, Billing, Enhanced IDV support, Privacy mailings and various Operational calls.
• Perform additional duties as assigned by Team Leader and HBS Operations manager.

Required Skills:

• Proficient in MS Word and Excel
• Ability to manage multiple, tasks with overlapping deliverable dates
• Demonstrates initiative
• SharePoint and document organization
• Time management and organizational skills
• Excellent verbal and written communication skills
• Ability to adapt to a changing environment

Desired Skills:

• Proficient in MS Word and Excel
• Ability to manage multiple, tasks with overlapping deliverable dates
• Demonstrates initiative
• SharePoint and document organization
• Time management and organizational skills
• Excellent verbal and written communication skills
• Ability to adapt to a changing environment

Shift:

1st shift (United States of America)

Hours Per Week: 

40