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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Elite Consumer Investment Operations Support team is a team of top-tier, highly talented associates who work alongside managers and high net worth sales associates to ensure an exceptional client service experience. In addition, they will support other initiatives such as outbound appointment setting which aligns with Consumer Investment goals driving sales, associate/client satisfaction, and efficiencies across the organization, while building a powerful relationship with our partners. Associates will handle a wide range of operational support functions such as account opening, money movement, and ongoing maintenance requests. In addition to supporting our highest tier sales associates, we will also support our GWIM partners that have hybrid relationships within Consumer Investments. All Elite associates will own the dedicated relationship with the front line associates they support.
• Effectively partner and deliver optimal solutions for the front line associates you support through the pod model
• Build robust valued relationships with your partners
• Elite associates are expected to process intake requests, handle and own cases from creation to completion, and follow up with clients and partners at each stage
• Provides end to end white glove service ownership with point of call resolution, partnership, research, and proactive support
• This enhanced service model is built to align with business needs and goals which drive sales, FSA client satisfaction, and efficiencies
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with their pod
• The team handles on-boarding, funding, ongoing service, product, and tutorial support inquiries across the Merrill suite of products
• Elite associates will be responsible for demonstrating the highest standard of service for every associate interaction. This person will be expected to:
-Act as the expert for front-line associates and at times, clients, as regards to Merrill Edge products, service, and operational processes
-Handle complex issues related to Merrill service and products
-Provide approvals to resolve customer inquiries and escalations
-Strong focus on risk mitigation and policies and procedures to ensure exceptions and approvals are within the appropriate guidelines
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies
• Licensed associates may provide inbound call coverage for client facing teams during periods of high call volume (Licensed Only)
Required Qualifications:
• Relationship management skills and ability to anticipate needs of business partners that we support
• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Proven ability to coach others with a passion for excellence and willingness to exceed expectations
• Superior client service proficiency including excellent verbal, written and listening skills
• Demonstrate exceptional organizational and time management skills
• Apply sound judgment in making decisions
• Should be a highly-motivated self-starter who can set goals and accomplish tasks with minimal supervision
• Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery
• Ability to handle and expedite multiple tasks in a dynamic, fast paced environment
Desired Quailifcaitons:
• Series 7 and 66
Enterprise Job Description:
Operations experts are expected to process intake requests, handle and own cases from beginning to completion, and follow up with clients and home office associates. Provides end to end white glove service ownership with point of call resolution, partnership, research, and proactive support for the home office teams. This enhanced service model is built to align with business needs and goals which drive sales, FSA client satisfaction, and efficiencies. Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with all home office associates. The team handles on-boarding, funding, ongoing service, product, and sales support inquiries across the Merrill suite of products. Experts will be responsible for demonstrating the highest standard of service for every associate interaction. This person will be expected to:
-Act as the expert for front-line associates and at times, clients, as regards to Merrill Edge products, service, and operational processes
-Handle complex issues related to Merrill service and products
-Provide approvals to resolve customer inquiries and escalations
-Strong focus on risk mitigation and policies and procedures to ensure exceptions and approvals are within the appropriate guidelines
Additional Skills Used:
Shift:
1st shift (United States of America)Hours Per Week:
40