Investments Money Movement: Service Representative

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!

The Service Generalist is responsible for providing world class service to our Bank of America/Merrill clients and/or internal financial service advisors via inbound and outbound calls, as well as processing financial service transactions. Transaction processing includes entering federal funds wire transfers, 529 College Savings Plan distributions, direct rollovers, and numerous other verbal eligible transactions, while employing a high risk and fraud prevention mindset to ensure the security of client accounts and to minimize risk/loss to the company. Additional responsibilities include being trained on the knowledge of processing requests via paperwork submitted when segment volumes require support.

Required Qualifications:

• Professional Demeanor: Demonstrates patience and composure while maintaining a positive, client service focused attitude.
• Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client's request.
• Problem Solving and Decision-Making Skills: Ability to think analytically and effectively manage risk using strong research skills, applying best practices, and leveraging past experiences to resolve issues.
• Initiative: Willingness and ability to play an active role in identifying and implementing process improvements as well as a willingness to assist others.
• Attention to detail: Requires ability to review accounts and enter transactions accurately when processing requests or reviewing documents. Must be able to efficiently identify red flags at point of call to mitigate risk while adhering to prescribed practices to ensure compliance with rules and regulations.
• Multi-Tasking: Ability to switch priorities and responsibilities quickly and efficiently while navigating through day-to-day business needs.
• Effective Communication: Skilled at navigating different communication styles and actively listening in order to understand and determine proper solutions to client's needs.

Desired Qualifications:

• Customer Service and/or call center experience
• Experience with money movement transactions
• Customer and Client Focus
• Data Collection and Entry
• Process Effectiveness
• Active Listening
• Continuous Improvement
• Customer Service Management
• Data Quality Management
• Result Orientation
• Attention to Detail
• Business Operations Management
• Business Process Analysis
• Critical Thinking
• Process Management

Enterprise Job Description:
This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include handling routine and standard transactions according to established procedures and prescribed processes in support of Merrill. Job expectations include referring more complex problems to management.

Responsibilities:

• Processes transactions according to established procedures and prescribed processes
• Demonstrates operational discipline while handling routine and standard operational functions
• Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
• Assists with phone calls, email boxes, and processing queues

Skills:

• Account Management
• Adaptability
• Customer and Client Focus
• Data Collection and Entry
• Process Effectiveness
• Active Listening
• Continuous Improvement
• Customer Service Management
• Data Quality Management
• Result Orientation
• Attention to Detail
• Business Operations Management
• Business Process Analysis
• Critical Thinking
• Process Management

Shift:
1st shift (United States of America)

Hours Per Week:
40