Processes routine/standard transactions according to established procedures and prescribed processes in support of GWIM Operations. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc. Provides quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor. Generally 1 year or more experience is preferred.
This position entails assisting account holders and beneficiaries with required documenation for distributing and transferring assets due to deceased or divorce issues. Responsible for ensuring timely review and distribution of assets related to death or divorce while adhering to ML/BAC procedures and guidelines. Extensive telephone interaction with clients, executors and ex-spouses. Computer use is an integral part of this position. Responsible for providing quality service to maintain high Service Levels, Client Experience, Retention and Productivity.
Required Skills & Abilities:
Must deliver high quality customer experience, stressing client focus, product knowledge and problem resolution. Representatives must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made via inbound phone calls.
This position requires an ability to multi-task and independently prioritize his/her workload. Must demonstrate a cooperative and professional work attitude while adhering to department call center metrics requirements, such as schedule adherence, duration, call tracking (Siebel) and accuracy. Representatives will also be expected to think analytically, use strong research skills, and apply best practices and past experiences to problem resolution.
Preferred Skills & Abilities:
Excellent interpersonal, leadership and oral/written communication skills
Capable of multi tasking and working efficiently under stress and high volume
Strong organizational and teamwork skills
Word and Excel experience a must
Previous knowledge of client account services is helpful
Access and Power-point experience is helpful but not necessary
Bank of America - 2 years ago
Bank of America Corporation is a bank holding company. Through its banking subsidiaries (the Banks) and various non-banking subsidiaries...