Research and Adjustment Rep III- National Service & SolutionsPhoenix, ArizonaJob Description:ABOUT US:At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!JOB DESCRIPTION:This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.Line of Business Job Description:The National Service and Solutions (NS&S) organization delivers high quality client care for clients experiencing difficult life events and for complex situations involving high risks, multiple products, and unique client needs. NS&S is committed to continuous improvement of their processes and skill development for their employees.Within NS&S, the CD/IRA team supports transactions for the Certificate of Deposit (CD) and Individual Retirement Account (IRA) products. These products are complex and highly regulated. Transactions include ownership transfer, trustee transfer, tax reporting and corrections, monetary exceptions, and account maintenance.RESPONSIBILITIES
Assists peers and leadership with resolving complex, time sensitive exceptions
Handles escalations received from business partners by providing clean concise communication through email and phone
Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
Performs routine or complex account maintenance depending on client account type
Maintains high-volume portfolios
Documents actions taken on behalf of the client
Delivers a positive client experience based on one of the enterprise Client Care pillars – Get it Right - to ensure accurate processing the first time
Independently manages a work queue according to deadlines and deliverables dictated by service level agreement timelines, taxing authority deadlines, or business procedures
Determines if each request is valid and identifies the process needed to fulfill the request
Makes reasonable decisions about how to fulfill requests based on balancing the request of the customer with bank guidelines that maximize client satisfaction while minimizing bank risks and penalties
Executes the intricate process to fulfill the request using multiple systems and correcting for out of balance and out of compliance scenarios as directed by the product or by regulations governing the product transactions
Accurately documents activity and responds to partners using proper business formats and grammar/spelling/punctuation
As each team member gains expertise, team members assist each other with challenging scenarios, conduct procedure reviews, may provide information for project teams and other activities as requested
REQUIRED QUALIFICATIONS:
Proficiency with MS Outlook, Skype, Word, and Excel (I moved this from the “desired qualifications” section)
1 year or more of successful experience working in a heavily process driven environment
Ability to analyze different types of information from various sources and synthesize it towards making a reasoned judgment (Critical Thinking)
Ability to perceive and process numbers and related symbols to perform basic arithmetic operations relevant to account reconciliation and balancing. This includes working with general ledgers and account level transactions (Numerical Ability)
Ability to draw accurate conclusions based on a highly detailed comparative analysis of information in the account and information reference sources that detail applicable laws, rules, and regulations
Ability to achieve thoroughness and accuracy when accomplishing a task. and present work outcomes in a clear, complete, and precise fashion. (Attention to Detail)
Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
Interpersonal written communication skills to accurately document activity and communicate with partners in proper business writing
Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn, Growth Mindset)
Ability to leverage multiple software applications to execute an intricate process in a deadline driven working environment.
Ability to remain current with iterative software and process updates
Ability and willingness to help teammates and collaborate on complex transactions
Basic understanding of how certificates of deposit (CDs) and individual retirement accounts (IRA) are beneficial to a client and serve as part of a financial strategy
DESIRED QUALIFICATIONS:
Deep understanding of CD and IRA including tax benefits and penalties that can occur with the various details of a product
Experience running macros in MS Excel
High level understanding of the use of general ledgers
Experience with Bank systems: OneService, Content Navigator, ImageView, BOLT, PIX, Savings Time (ST), DISC, LINX, eLedger, and various screens in 3270
SKILLS:
Attention to Detail
Critical Thinking
Customer and Client Focus
Pipeline Management
Research
Active Listening
Decision Making
Problem Solving
Written Communications
Adaptability
Collaboration
Risk Management
Shift:1st shift (United States of America)Hours Per Week:40Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.