CI Specialized Account Services

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 Special Account Services Specialist is responsible for processing outside (or non-ML) documentation. The specialist will review, and process required documents in regard to Estates, Guardian ships/Conservatorships, Trusts, Bankruptcy, Outside Power of Attorneys, responding to escalated emails, processing distributions to beneficiaries, engaging key business partners as needed while adhering to ML/BAC procedures and guidelines. This position requires an ability to multi-task and independently prioritize workload.

Candidates must demonstrate a cooperative and professional work attitude and will be expected to think analytically, use strong research Qualifications and apply best practices/past experiences to problem resolution.

• Previous experience and proven results in previous Consumer Investments operations/service roles preferred
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork Qualifications
• Previous knowledge of Account Maintenance services is helpful
• Strong analytical, negotiation and problem‑solving Qualifications
• Track record of attention to detail and follow through on assignments
• Apply sound judgment and enterprise‑wide mindset in making decisions
• Anticipate and understand client needs and concerns
• Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
• Deliver complete and concise explanations to inquiries made via inbound calls
• Provide point of call resolution for issues
• Ability to independently prioritize his/her workload
• Demonstrate excellent verbal, written and listening Qualifications
• Ability to quickly build rapport with Home Office, Field and other business partners
• Focus on personal and career development (e.g. Series 7/66 licensing, career advancement)
• Foster collaborative relationships within and across business units
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
• Demonstrate exceptional organizational and time management Qualifications
• Provide strong analytical and problem resolution Qualifications
• Anticipate and understand partner/client needs
• Apply sound judgment in making decisions

• Customer Service and/or call center experience preferred
• Knowledge of Merrill systems, products and applications

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 providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

• Processes transactions according to established procedures and prescribed processes required
• Demonstrates operational discipline while handling complex and diverse operational functions
• Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment…