Lead Operations Representative - 1st Shift jobs at Bank Of America in United States, Dallas

Job Description:

Job Description:
This job is responsible for handling day-to-day Operations processes and working towards deadlines. Key responsibilities include completing all workflows, providing guidance to other team members, assisting internal business partners, and providing functional expertise. Job expectations include performing routine and various item processing functions under moderate supervision within a process that has built-in checks and balances.

Thursday through Sunday 7:00am-6:00pm

Responsibilities:

• Contributes to overall success of an Operations team as an individual contributor

• Handles operational activities and queries for either single or multiple Lines of Business across the enterprise

• Adheres to deadlines set internally within the business unit or those in agreed Service Level Agreements with internal or external business partners

• Provides functional expertise knowledge to projects or initiatives relating to the business unit

• Maintains internal operational and financial controls and works within the risk appetite of the business unit

• Continues to review processes to ensure they are efficient and implements process improvement opportunities

Required Qualifications:

• 1-2 years workllow management related experience

• PC skills (Excel a plus)

• Ability to make sound decisions, solve basic problems and exhibit a continuous improvement orientation.

• Excellent analytical skills.

• Strong interpersonal skills and extremely resourceful.

• Proven ability to complete projects according to outlined scope and timeline.

Skills:

• Active Listening

• Adaptability

• Attention to Detail

• Collaboration

• Data Collection and Entry

• Critical Thinking

• Customer and Client Focus

• Oral Communications

• Planning

• Reporting

• Account Management

• Conflict Management

• Decision Making

• Inclusive Leadership

• Process Management

This job is responsible for handling more complex files and effectively preventing client escalations. Key responsibilities include assisting with client escalations and related issues, performing various production and support functions, and accurately entering data and assembling documents. Job expectations include monitoring and reviewing documentation against requirements, leveraging reporting to perform job functions, and performing work across multiple workstreams and systems.

Responsibilities:

• Addresses issues in production proactively and handles complex client escalations

• Prioritizes and organizes work to increase effectiveness, efficiency, and productivity

• Monitors and reviews documentation requirements

• Resolves peer or customer escalations and inquiries

• Executes on policies and procedures in connection with firm policies and guidelines regarding document management

Required Qualifications:

• 10-key by touch skills

• 1+ year of Data Entry experience

• Be attentive to detail with focus on accuracy and efficiency

• Must be able to work Overtime and Holidays when required per business needs

• Operator will be required to meet established production and quality standards after initial training period.

Skills:

• Adaptability

• Attention to Detail

• Business Operations Management

• Customer and Client Focus

• Policies, Procedures, and Guidelines Management

• Collaboration

• Issue Management

• Organizational Effectiveness

• Prioritization

• Problem Solving

• Confronting Bias

High School Diploma / GED / Secondary School or equivalent

• Performs standard transaction processing and reconciliation according to the established written guidelines and procedures
• 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 needed
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution

• Attention to Detail
• Client and Business Focus
• Excellent Oral Communication
• Problem Solving
• Recording/Organizing Information
• Excellent Written Communication
• Account Management
• Analytical and Critical Thinking
• Prioritization
• Collaboration
• Research
• Result Orientation
• Financial Accounting

• 1+ years workflow management related experience
• PC skills (Excel a plus)
• Ability to make sound decisions, solve problems and exhibit a continuous improvement orientation
• Excellent analytical and critical thinking skills
• Strong interpersonal skills and extremely resourceful
• Strong verbal and written communication skills
• Proven ability to complete projects according to outlined scope and timeline
• Ability to efficiently multi-task with excellent time management

• Adaptability
• Attention to Detail
• Business Operations Management
• Client and Business Focus
• Policies, Procedures, and Guidelines Management
• Collaboration
• Issue Management
• Organizational Effectiveness
• Prioritization
• Problem Solving
• Confronting Bias​
• Self Starter

This job is responsible for handling more complex files and effectively preventing client escalations. Key responsibilities include assisting with client escalations and related issues, performing various production and support functions, and accurately entering data and assembling documents. Job expectations include monitoring and reviewing documentation against requirements, leveraging reporting to perform job functions, and performing work across multiple workstreams and systems.

Responsibilities:

• Addresses issues in production proactively and handles complex client escalations

• Prioritizes and organizes work to increase effectiveness, efficiency, and productivity

• Monitors and reviews documentation requirements

• Resolves peer or customer escalations and inquiries

• Executes on policies and procedures in connection with firm policies and guidelines regarding document management

Required Qualifications:

• 10-key by touch skills

• 1+ year of Data Entry experience

• Be attentive to detail with focus on accuracy and efficiency

• Must be able to work Overtime and Holidays when required per business needs

• Operator will be required to meet established production and quality standards after initial training period.

Skills:

• Adaptability

• Attention to Detail

• Business Operations Management

• Customer and Client Focus

• Policies, Procedures, and Guidelines Management

• Collaboration

• Issue Management

• Organizational Effectiveness

• Prioritization

• Problem Solving

• Confronting Bias

High School Diploma / GED / Secondary School or equivalent

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

LOB Job Description:

Responsible for the day-to-day resolution of complex operational accounting functions / issues including in depth analysis. The incumbent will take appropriate action based on process characteristics of extremely complex issues related to all operational accounting functions. Must be considered a subject matter expert in operational accounting policies and routines. Complex decisions are made based on analytical research and judgment. Requires extensive experience and must follow established procedures & guidelines while utilizing multiple systems & tools. Handles escalated situations that were unable to be resolved by the Accounting Specialist. Provides coaching and training to other associates. Ensures compliance with Federal and Bank Regulations. Excellent communication and follow up skills required. To appropriately investigate and decision issues, incumbent will interact with multiple business partners. Communication includes process education, operational accounting education, setting appropriate expectations or skillfully defusing the situation.

: Monday through Friday 8:00am to 5:00pm

Responsibilities:

• Leads implementation for products, services, and operational solutions
• Manages the design, documentation, implementation, and monitoring of new products and services
• Consults on procedural, technical, and operational changes
• Advances business products knowledge within operations environment
• Fosters relationships with partners and teammates
• Inspects data to identify issues and trends
• Presents reporting on key performance and implementation status

Required Qualifications:

• Cash Exception Platform reconciliation experience (Deposits)
• Recon Plus Frontier reconciliation experience (Dispense)
• Accounting / Operations experience
• Previous experience with general ledger
• Thorough understanding of debits and credits
• Exhibit excellent verbal, written communication and interpersonal skills
• Demonstrate the ability to multi-task, strong attention to detail, proficient with numbers and effective organizational skills
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions, be a continuous learner
• Excels in working among diverse viewpoints to determine best practice to understand future business needs
• The ability to coach and train on all levels
• Strong technical and analytical skills
• Self-motivated and results oriented
• Operational accounting experience along with working knowledge of processes to include applicable policies and regulations

Skills:

• Attention to Detail
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Regulatory Compliance
• Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Process Mapping
• Change Management
• Consulting
• Data Management
• Reporting
• Research

• Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables
• Provides day-to-day training and coaching to team while addressing employee inquiries and escalations
• Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate
• Conducts quality assurance reviews and provides routine supervisory manager approvals
• Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions
• Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management
• Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Written Communications
• Account Management
• Analytical Thinking
• Coaching
• Mentoring
• Research
• Result Orientation

• Ensure trades that are executed by Financial Advisors (FAs) / Investment Managers are booked timely and accurately to client accounts
• Eliminate risks by proactively monitoring workflow, serving as quality control and escalating issues as appropriate while engaging the right leaders and partners
• Serve as or assist the trade allocation subject matter expert to problem-solve complex/escalated issues and provide training and support to the processors
• Pull reports, analyze data and place data in a usable format for dialogue and decision-making including daily statistics and metrics for Single Process Inventory
• Document and summarize team issues in a logical easy to read manner
• Support quality assurance routines as needed depending on volumes.

• Minimum two years of experience working in broker dealer operations with knowledge of common operational issues, controls and quality assurance (QA)
• Prior experience serving as lead in an operational environment or currently working as a consistently high performing GWIM Service Operations Representative
• Must be able to give clear effective examples of past successes in teamwork, use of analytical skills, time and organizational self-management, flexibility to a changing environment and ability to work in a fast paced deadline-driven environment.
• Intermediate experience with Microsoft Word and Excel to include formulas, running saved macros and pivot tables
• Proven experience with presenting and writing information clearly, concisely and grammatically correct
• Demonstrated experience with effectively reviewingdocuments/informationand quickly identifying errors, while understanding the cause of the error and taking action to implement sustainable solutions
• Self-motivated, proactive and able work with minimal supervision

• Prior trade support experience
• Series 7 license
• Experience with Managed Products​

This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include maintaining internal operational and financial controls and ensuring that they are observed for all assigned cases. Job expectations include ensuring that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system, and financial controls, and escalating matters or issues to leadership to ensure minimum risk occurs.

Line of Business Job Description:

Resolves Research and Adjustment inquiries within the bank's practices and procedures. Responsibilities include investigating daily incoming research and adjustment inquiries from various channels; resolves out of balance scenarios; answers service requests and inquiries received from various business units; determines accounting entries and makes appropriate disposition. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls. May provide support to and training to other researchers within the department. Has thorough knowledge of the Research & Adjustments function and handles more complex cases which require analytical and problem resolution skills.

Individual Contributor role who resolves research and adjustment inquiries within the bank's practices and procedures. Responsibilities focus on the day-to-day resolution of problems and execution of transactions within specific operations units requiring immediate and frequent involvement with unit activities. Examples include: reviewing and authorizing General Ledger entries, approving exception processing, reviewing operations procedures and implements changes and ensures the enforcement and adherence to operations procedures.

Responsibilities:

• Works on daily incoming exceptions and maintains aged exceptions to a minimum
• Enters daily entries through internet based applications
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Investigates and resolves issues and requests

Required Qualifications:

• Knowledge of check deposits and item processing.
• Experience with analyzing data to drive decisions.
• Critical thinking skills
• Ability to efficiently multitask using multiple applications simultaneously.
• Experience in researching root cause of transactional errors.
• Understanding of laws, rules, and regulations that govern check image exchange.
• Ability to balance credit and debit adjustments.

Desired Qualifications:

• Associate degree in business or equivalent combination of related education and/or experience

Skills:

• Attention to Detail
• Customer and Client Focus
• Pipeline Management
• Research
• Critical Thinking
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

High School Diploma / GED / Secondary School or equivalent