Sr Infrastructure Automation Engineer - Messaging jobs at Bank Of America in United States, Jacksonville

Job Description:

Job Description:

This job is responsible for providing moderately complex research, reporting, and analytical support for the delivery of end-to-end support for Global Markets sales, trading and underwriting business for securities, foreign exchange, fixed income, exchange traded derivatives, and over-the-counter derivatives across multiple Lines of Business. Key responsibilities include carrying out duties under general supervision and assisting teammates while following established procedures.

Responsibilities:

• Maintains accuracy of client portfolio using internal and external comparison tools
• Performs research and conducts moderately complex analyses using established techniques, including transactions that require special handling and exception handling
• Explores methods to enhance processes, further reduce risks, and boost client experience
• Partners with colleagues on the trade and sales support teams, as well as external agents
• Creates reports and liaises with internal partners to ensure proper client reporting and assist with regulatory reporting
• Escalates potential risks and exposures to manager in a timely manner
• Assists with ad-hoc projects, new processes, or initiatives requiring coordination among subject matter experts representing multiple product areas or functions
• Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines
• Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.
• Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements
• Perform client refresh through the review of client documentation, vendor databases and data entered into proprietary systems to ensure all refresh requirements are met
• Ensure all jurisdictional regulatory requirements related to KYC are adhered to
• Support business with KYC related queries and requests
• Participate in remediation, internal/external Audits (where applicable)

Required Qualifications:

• Two or more years of financial services experience
• Excellent verbal and written communications skills
• Documented experience performing in a process-oriented production environment that changes periodically
• Familiar with MS Office Suite(Excel/Word/Outlook/Access)
• Work in a team environment
• Organize work, prioritize tasks and handle multiple assignments simultaneously
• Successfully meet tight deadlines while ensuring data accuracy and integrity
• Work and execute with minimal supervision or remote management

Desired Qualifications:

• Anti Money Laundering (AML) Know Your Customer/Client Due Diligence (KYC/CDD) experience

Skills:

• Data Collection and Entry
• Recording/Organizing Information
• Attention to Detail
• Critical Thinking
• Research
• Fraud Management
• Risk Management
• Interpret Relevant Laws, Rules, and Regulations
• Quality Assurance
• Problem Solving
• Adaptability
• Customer and Client Focus
• Prioritization
• Result Orientation
• Written Communications

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

Responsibilities:

• Providing technical support to our clients via telephone in support of queries relating to a variety of card-based systems, managing through to resolution with both internal and 3rd party vendor teams.

• Possessing a passion and urgency to serve our clients and operate as a client advocate

• Researching problems, investigating technical errors, and troubleshooting complex queries for clients.

• Assisting Clients with running and building reports and helping to reconcile financial data inconsistencies.

• Being consistently focused on delivering quality responses with customer service and adherence to bank policies and procedures at the front of mind.

• Working independently with strong organizational skills to overcome challenges with requests and ensures our clients’ needs are satisfied

• Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience

• Leveraging industry and product expertise to deepen client relationships and mitigate risk throughout the servicing process.

• Works collaboratively with other teams to resolve client issues.

• Identifies and escalates risks and issues when necessary.

Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone and email channel with an in depth understanding of self service applications used by clients.

• Commercial card experienceor 1-2 years Banking/Financial industry experience.

• Client facing experience

• Excellent verbal & written communication skills

• Strong problem solving & analytical skills

• Positive & willing to learn approach

• Ability to convey a professional, courteous, and positive attitude when dealing with clients and internal business partners

• Self-motivated and results-oriented

• Must have active listening skills

• Must have critical thinking skills

• Multitasking (i.e. ability to navigate multiple computer systems while interacting with the customer)

• Experience with Microsoft Office Suite products like Microsoft Outlook, Microsoft Excel , Microsoft PowerPoint, Microsoft Word

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

LOB Job Description:

​Responsible for day to day servicing of Commercial and Large Corp Card clients, varying in complexity. Provides servicing assistance related to general inquiries and research related requests.

Key Responsibilities:

Service and support of simple and complex requests/inquiries from external clients via phone channel with an in depth understanding of Commercial Card products used by clients.

Required Qualifications:

• 2-3 years previous experience working directly with clients in a Call Center environment.

• Self-starter and independent worker, ability to work with minimum supervision.

• Must have excellent written communication skills with demonstrated client focus.

• Superior follow through and initiative.

• Highly organized, adapt at time management, and problem/solving/analytical.

• Advanced skills within Microsoft applications.

• Must be client focused, a team player, with effective communication skills and professionalism through use of proper phone etiquette.

• Ability to exercise good judgement and sound-decision making skills a must.

• Must foster teamwork by helping to create and maintain strong morale: cooperate with team members to resolve problems and achieve goals.

• Ability to work in fast- paced, team environment.

• Microsoft Office, Excel proficiency.

​Other Qualifications:

• Exercises judgment and discretion with respect to client escalations and problem resolution.

• Experience in Commercial Card Servicing.

• Sharp desk and time management skills.

• Works well in a team environment.

• Call center experience is highly recommended.​

Job Description:

Required Qualifications:

• FINRA Securities Industry Essentials Examination (SIE), Series 7 & Series 63 licenses
• One or more years of call center experience
• Minimum of one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
• Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Ability to handle confidential matters and sensitive information in a responsible manner
• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Ability to handle confidential matters and sensitive information in a responsible manner
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Applies strong critical thinking and problem-solving skills to meet clients’ needs
• Can learn and understand technology to assist clients with the latest in Digital and Digital banking​

** 1st and 2nd shifts **

Skills:

• Account Management
• Business Acumen
• Customer and Client Focus
• Issue Management
• Regulatory Compliance
• Active Listening
• Oral Communications
• Problem Solving
• Risk Management
• Trading
• Adaptability
• Attention to Detail
• Valuation Ethics and Practice Standards

High School Diploma / GED / Secondary School or equivalent

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Required Qualifications:

• Strong analytical and organizational skills

• Demonstrated ability to solve complex problems by reviewing related information.

• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.

• Customer centric approach

• Demonstrates a strong sense of urgency

• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.

• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.

• Communicates effectively and confidently and is comfortable engaging all clients.

• Has the ability to learn and adapt to new information and technology platforms.

• Ability to follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.

• Good time management skills

• Flexible to work weekends and/or extended hours as needed.

* Excellent Written Communication Skills

Desired Qualifications

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Required Qualifications:

• Strong analytical and organizational skills

• Demonstrated ability to solve complex problems by reviewing related information.

• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.

• Customer centric approach

• Demonstrates a strong sense of urgency

• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.

• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.

• Communicates effectively and confidently and is comfortable engaging all clients.

• Has the ability to learn and adapt to new information and technology platforms.

• Ability to follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.

• Good time management skills

• Flexible to work weekends and/or extended hours as needed.

* Excellent Written Communication Skills

Desired Qualifications:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

Responsibilities:

• Receives and responds to client and partner requests received by email, phone, chat or workflow system
• Engage with customers, begin a conversation, build rapport, handle objections,
• Analyzes, researches and resolves issues raised by clients ensuring client satisfaction by providing a positive customer experience through creative solutions
• Drives resolution of client issues with internal, technical and/or product partners, ensuring processes are integrated
• Educates clients on tools and champions digital adoption
• Comfortable with ongoing change and learning new technology/processes
• Comfortable receiving ongoing performance feedback and coaching

Requirements:

• 1+ years of experience working with customers in call center or customer service environment
• 1+ years of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.

Other Qualifications:

• ​Ability to juggle multiple systems while engaging the client on phone and delivering great client experience​