Online Account Opening Specialist - Operations Specialist

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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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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

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 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.

Line of Business Job Description
Online Account Opening Specialists are critical to the development and growth of the business through the onboarding of new digital accounts.  They drive exceptional client care at the inception of the client relationship.

Responsibilities:
Review and remediation of account applications that are submitted online via MerillEdge.com
Review client information for completeness and client verification via the firms policies and procedures
Follow up with clients, gathering additional information, and setting expectations to fulfill the request
Deliver high quality customer service, while demonstrating strong client focus, product knowledge
Keen attention to detail and problem resolution
Provide internal and external clients with accurate information by keeping abreast of procedures
Ability to provide complete and concise explanations to inquiries made from all levels of personnel.
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 processing, and data entry
Assists with phone calls, email boxes, and processing queues

Required Skills:
Demonstrated ability to consistently meet or exceed established performance, productivity, quality, and service-level scorecard metrics in a fast-paced, metrics-driven environment.
Proven ability to balance client needs, quality standards, and business objectives
Ability to multi-task and independently prioritize his/her workload
Ability to deliver high quality partner support, stressing partner/client needs, problem resolution, and service/product knowledge, contact center call management 
A cooperative and professional work attitude 
Capability to efficiently deliver under stress and high volume 
Strong organizational skills, time management and quality/production metric goals 
Interpret Relevant Policies, Procedures, Laws, Rules, and Regulations as applicable to cases 
Strong analytical thinking, negotiation and problem-solving skills
Critical thinking, Innovative thinking 
Ability to foster collaborative relationships within and across business units 
Attention to detail
Personal end-to-end ownership of task resolution 
Excellent verbal, written and active listening, customer and client focus 
Application of sound judgment and enterprise-wide mindset in making decisions 
Understanding and demonstration of cultural awareness, integrity and ability to work as part of team

Desired Skills:
Some Customer Service and/or call center experience preferred
Knowledge of Merrill systems, products and applications preferred

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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week: 
40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$25.06 - $30.13 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

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.

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