Specialty Consumer Investments Operations Solutions Specialist

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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The Specialty Consumer Investments Operations Solutions Specialist team consolidates the expertise of the organization to address a myriad of complex, niche functions and scenarios via a case management channel. This team assists their Consumer Investment Operations Support peers to help care and deliver for their clients’ complex needs. Provides elevated support of select complex operational requests for all Consumer Investment field and home office teams, to ensure client request resolution is handled seamlessly.

The team consists of experts on specialty scenarios providing a research/escalation resource, partnership with process specialists, and fulfillment on a multitude of fronts for Consumer Investment frontline associates.

• Responsible for providing service fulfillment, with case ownership, resolution, partnership, research, and proactive support for internal partners across the organization including Internal Support Teams and our clients on complex, niche scenarios
• Manage workload through CMC case functionality
• Adherence to service level agreements which include hitting response and resolution cycle time goals
• Ability to work independently and in partnership to resolve any operational challenge that presents itself
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships
• The team may handle complex, niche scenarios not limited to but related to profile merge issues, cost basis issues, history file adjustments, credit line increases, account restrictions, account opening errors and niche product support
• This model is built to align with business needs and goals of key partners which drive sales, associate / client satisfaction, and efficiencies
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies

• 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 Qualifications to immediately address complex, niche client issues
• Apply sound judgment in making decisions
• Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery
• Relationship management Qualifications and ability to anticipate needs of business partners that we support
• Strong client service proficiency including excellent verbal, written and listening Qualifications
• Ability to multi-task and independently prioritize his/her workload.
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork Qualifications
• Strong analytical, negotiation and problem-solving Qualifications

This job is responsible for processing intake requests, owning cases from beginning to completion, and following up with clients and home office associates. Key responsibilities include providing end-to-end…