Account Management Ops Analyst - Loan Management Account Operations

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At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for moderately complex activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training for less experienced team members. Job expectations include operating with a moderate level of independence, and referring to their team lead or manager for direction and support with moderately complex issues and escalations.

​Line of Business Description:

After a client sends an onboarding or maintenance request to the Merrill front office, the Loan Management Account Operations team ensures that all documentation and regulatory requirements have been met and approve the request for automated activation. After activation is complete, the team confirms all system information is correct, so the client can access the product. This group must complete a high volume of work within a 48-hour period and follows the New York Stock Exchange holiday schedule.

Responsibilities:

• Reviews highly detailed documents or client account information for accuracy and completeness
• Conducts risk assessments for each request type and applies risk mitigation steps following established guidelines and procedures
• Research and resolves data issues by following documented procedures, using trouble shooting guides, and engaging support partners when necessary
• Responds to internal business partner inquiries about errors or reporting through phone and email, and escalates complex issues to leadership as needed supporting operational efficiency and quality client service
• Independently manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work
• Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational
• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Reviews and approves required account documentation
• Proactively identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units
• Performs moderate levels of research, follow-up and resolution of more complex routine research requests
• Reviews highly detailed documents or client account information for accuracy and completeness

Required Qualifications:

• Minimum of 1 year experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work
• Must have a demonstrated history of handling heavy caseloads and executing tasks within a 48-hour turnaround deadlines
• Experience following standard operating procedures, finding errors and working with partners to resolve issues
• Experience using multiple systems and applications to complete individual tasks accurately and efficiently
• Experience interacting with partners via phone and email and showing strong written and verbal communication skills

Desired Qualifications:

• Ability to work with and transform data using Microsoft Excel to create a list of items to work and track results
• Experience using (SRP) Service Request Portal and (BOSS) Branch Office Security System
• General knowledge or experience with various lending and investment products and/or accounting practices
• Ability to apply knowledge to improve processes

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Collaboration
• Problem Solving
• Prioritization
• Recording/Organizing Information
• Result Orientation
• Numerical Reasoning

Shift:

1st shift (United States of America)

Hours Per Week:

40