Account Management Ops Representative

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

• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service.
• Performs basic research, follow-up and resolution of routine research requests.
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate.
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution.
• Reviews and approves required account documentation.
• Performs onboarding and maintenance activities by reviewing highly detailed documents or client account information for accuracy and completeness, finds and resolves discrepancies, and approves or declines requests based on established guidelines and procedures.
• Identifies potential issues, conducts risk assessments for each request type, applies proper risk mitigation steps and escalates complex issues to leadership as needed.
• Researches 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 to support operational efficiency and quality service.
• Performs basic research and follow-up, manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work with significant support from a more tenured team member.
• 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.

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 team completes a high volume of work within a 48‑hour period and follows the New York Stock Exchange holiday schedule.

• Experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work.
• Experience following standard operating procedures, finding errors and working with partners to resolve issues.
• Experience interacting with partners via phone and email and showing strong written and verbal communication.

• Experience using Microsoft Outlook for email.
• Ability to work with and manipulate data using Microsoft Excel to track results.
• Ability to apply knowledge to improve processes.

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

1st shift (United States of America)

40

$25.00 - $26.62 hourly pay, offers to be determined based on experience, education and skill set.

This role is currently benefits eligible. We provide industry‑leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.