Operations Team Lead - Reconciliation Center Excellence jobs at Bank Of America in United States, Phoenix

This job is responsible for managing a financial center (FC) in collaboration with senior team members, supporting the operational excellence of the FC and ensuring that all aspects run effectively and cohesively. Key responsibilities include overseeing of functions such as the smooth and efficient functioning of the teller line, day-to-day policy and procedure adherence, and improvement of financial center performance. Job expectations include ensuring that directives are implemented and taking up leadership responsibility for the financial center when teammates are absent.

Responsibilities:

• Manages client traffic, engaging and appropriately routing clients, and fosters client retention
• Manages business results through formalized management routines and coaching
• Creates a world class client experience environment
• Manages market-level initiatives prescribed by market leaders
• Drives operational excellence by engaging employees on business strategy
• Manages organizational priorities and effective execution

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client
• Collaborates effectively to get things done, building and nurturing strong relationships
• Displays passion, commitment and drive to deliver an experience that improves our clients' financial lives
• Is confident in identifying solutions for clients based on their needs and can resolve problems independently or bring in others as needed
• Communicates effectively and confidently and is comfortable engaging all clients
• Has the ability to learn and adapt to new information and technology platforms
• Applies strong critical thinking and problem-solving skills to meet clients' needs
• Will 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
• Can manage complexity, prioritize tasks, delegate and execute in a fast-paced environment
• Can interpret performance results, find opportunities to drive success and hold others accountable to results
• Must be able to work weekends and/or extended hours and travel to any financial center location within a reasonable distance​

Desired Qualifications:

• Experience in financial services and knowledge of financial services industry, products and solutions
• Experience in mortgage, retail and/or hospitality
• Experience working in an environment with individual and team goals where goals were routinely met or exceeded
• Bilingual skills

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Performance Management
• Talent Development
• Business Operations Management
• Recruiting
• Result Orientation
• Risk Management
• Sales Performance Management
• Inclusive Leadership
• Leadership Development
• Prioritization
• Problem Solving
• Referral Management

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Review complex legal documents and interpret document scope to determine what accounts and bank records are responsive to the subpoena.
• Review of documents includes ability to apply state and federal laws to maintain compliance with proper service, customer notification requirements, and compliance with Right to Financial Privacy Act
• Role requires ability to navigate dozens of systems to research and acquire responsive documents.
• Frequent interactions with Law Enforcement, agencies, and attorneys to negotiate scope, court appearances, and reasonable due dates for delivery.
• Advanced organizational skills to maintain a large caseload of case with multiple moving parts.

• Previous Portfolio Management experience
• 1-2 years' experience with MS Suite
• Legal or court background
• Familiar with Bank of America systems
• Highly organized, quick thinker

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Must understand bank products and location of responsive documents.
• Professional Demeanor: Demonstrating patience, composure, and client service attitude.
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for handling moderately complex legal documents; knowledge of a subset of documents necessary to provide thorough responses on behalf of the bank to 3rd parties. Key responsibilities include interpretation, sound judgment, informed decisions, restricting accounts, and compliance with state, federal requirements and privacy laws. Job expectations include maintaining caseload and adherence to production, quality requirements and required deadlines.

Responsibilities:

• Accurately interprets legal documents
• Manages Caseload effectively
• Submits timely accurate responses to legal matters
• Communicates effectively with external third parties
• Makes decisions with minimal support
• Reads and interprets legal orders to document requests or restrict and monitor accounts based on findings from cases or escalation requests
• Negotiates deliverables and due dates required for Federal, State, Civil, and Criminal legal documents
• Partners with banking centers, internal and external attorneys, customers, and Federal, State, and local agencies to document and maintain case files using internal tracking systems

Skills:

• Attention to Detail
• Organizational Effectiveness
• Research
• Analytical Thinking
• Business Acumen
• Interpret Relevant Laws, Rules, and Regulations
• Pipeline Management
• Risk Management
• Organizational skills and the importance of being detailed oriented
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision.
• Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties.

This job is responsible for managing a financial center (FC) in collaboration with senior team members, supporting the operational excellence of the FC and ensuring that all aspects run effectively and cohesively. Key responsibilities include overseeing of functions such as the smooth and efficient functioning of the teller line, day-to-day policy and procedure adherence, and improvement of financial center performance. Job expectations include ensuring that directives are implemented and taking up leadership responsibility for the financial center when teammates are absent.

Responsibilities:

• Manages client traffic, engaging and appropriately routing clients, and fosters client retention
• Manages business results through formalized management routines and coaching
• Creates a world class client experience environment
• Manages market-level initiatives prescribed by market leaders
• Drives operational excellence by engaging employees on business strategy
• Manages organizational priorities and effective execution

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client
• Collaborates effectively to get things done, building and nurturing strong relationships
• Displays passion, commitment and drive to deliver an experience that improves our clients' financial lives
• Is confident in identifying solutions for clients based on their needs and can resolve problems independently or bring in others as needed
• Communicates effectively and confidently and is comfortable engaging all clients
• Has the ability to learn and adapt to new information and technology platforms
• Applies strong critical thinking and problem-solving skills to meet clients' needs
• Will 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
• Can manage complexity, prioritize tasks, delegate and execute in a fast-paced environment
• Can interpret performance results, find opportunities to drive success and hold others accountable to results
• Can be flexible to work weekends and/or extended hours as needed

Desired Qualifications:

• Experience in financial services and knowledge of financial services industry, products and solutions
• Experience in mortgage, retail and/or hospitality
• Experience working in an environment with individual and team goals where goals were routinely met or exceeded
• Bilingual skills

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Performance Management
• Talent Development
• Business Operations Management
• Recruiting
• Result Orientation
• Risk Management
• Sales Performance Management
• Inclusive Leadership
• Leadership Development
• Prioritization
• Problem Solving
• Referral Management

This job is responsible for resolving complex operational accounting functions and issues in accordance with standard procedures. Key responsibilities include conducting analyses of complex issues related to all operational accounting functions, such as general accounting, accounts payable, and accounts receivable. Job expectations include performing analytical research and leveraging judgment to make informed decisions using accounting systems and tools, following established processes, coaching and training employees, and handling exceptions and escalations within the Line of Business.

Responsibilities:

• Conduct analyses of complex issues related to all operational accounting functions, such as general accounting, accounts payable, and accounts receivable.
• Perform analytical research and leverage judgment to make informed decisions using accounting systems and tools, following established processes
• Process daily exception and case processing volumes related to various consumer products (i.e. payment rejects, escheat due diligence, overdraft, misapplied balance transfers, etc.)
• Maintains accurate and complete records including ledgers, invoices, and receipts by referencing documents to verify, record, and process transactions
• Handle exceptions and escalations within the line of business.
• Prepares financial reports and budgets and assists with audits to resolve discrepancies
• Processes and organizes invoices to ensure bills are received and paid in a timely manner
• Demonstrates an understanding of workflow processes and adheres to Service Level Agreements and federal and state laws, rules, and regulations
• Manages the end-to-end workflow process by using various accounting systems and tools
• Researches and analyzes complex procedures, cases, and situations that may come up during account reconciliation activities

Required Qualifications:

• Minimum of 3 years of operational accounting experience
• Previous experience with general ledger
• Thorough understanding of debits and credits
• Knowledge of card products
• Proficient skills utilizing MS Excel and PowerPoint
• Excellent research, analytical & decision making skills
• Ability to multi-task and meet specific performance goals

Desired Qualifications:

• Experience with Recon Plus, PIX, eLedger, FDES, BOSS, Card IS, Content Navigator, MSS, BFT, Cashpro and TSYS
• Demonstrates ability to work flexible schedules and adapt quickly to change
• Demonstrates leadership skills consistently
• Excellent verbal and written communication skills

Skills:

• Business Acumen
• Financial Accounting
• Project Management
• Research
• Written Communications
• Attention to Detail
• Coaching
• Issue Management
• Regulatory Compliance
• Relationship Building
• Adaptability
• Business Process Analysis
• Critical Thinking
• Data Visualization
• Learning Delivery

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing specialized and personalized service offering advice and guidance to financial center clients through the full spectrum of borrowing and banking offerings at each stage of the client's life plan. Key responsibilities include acquiring new and deepening existing client relationships by conducting client meetings and presenting customized solutions to clients to help them achieve their financial goals. Job expectations include effectively balancing sales performance, operational risk, and client relationship care by leveraging specialized expertise.

Responsibilities:

• Recommends financial advice and guidance that align with client financial goals and needs
• Builds and deepens relationships with new and existing clients by leveraging the full capabilities of the bank
• Analyzes client financial needs and applies knowledge of borrowing and banking to recommend alternative or additional financial services that best align with the client's unique priorities
• Connects with clients through outreach and pipeline management activities and conducts consistent follow-up routines to meet client needs
• Makes decisions on client requests and makes referrals to appropriate internal partners based on client needs
• Partners with financial center leaders, performance managers, and market leaders to provide specialized guidance and coaching to financial center associates during meetings to assist with team delivery of an exceptional client experience

Qualifications:

• Has demonstrated experience and proven success with business-to-business sales, or small business banking.
• Has strong communication skills with the ability to effectively influence clients.
• Has effective customer service skills with ability to manage the full client end-to-end experience and problem resolution.
• Has a proven sales track record.
• Is able to build productive partnerships and working relationships.
• Is experienced with outbound phone sales.

Desired Qualifications:​

• Experience with financial information, spreadsheets and financial skills.
• Experience with in-person customer service and sales.
• Experience working with small business clients.
• Experience meeting or exceeding goals.
• A working knowledge of small business products and services.
• Bilingual skills.

Skills:

• Client Management
• Client Solutions Advisory
• Customer and Client Focus
• Referral Identification
• Risk Management
• Client Experience Branding
• Credit Documentation Requirements
• Credit and Risk Assessment
• Pipeline Management
• Referral Management
• Attention to Detail
• Collaboration
• Issue Management
• Prospecting
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Responsibilities:

• Responsible for managing an operations team aligned under GPO Account Reconciliation.
• Manage a team of ten or more employees responsible for the processing of daily reconciliation and exception activities ensuring adherence to operational performance standards.
• Responsible for understanding processes performed on the team, managing the performance of the process and identifying and executing on improvements to the process.
• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Minimum of 3 years of operational accounting experience
• Minimum of 1 year experience in management/leadership
• Previous experience with general ledger
• Thorough understanding of debits and credits
• Proficient skills utilizing MS Excel and PowerPoint
• Excellent research, analytical & decision making skills
• Ability to multi-task and meet specific performance goals
• Ability to work effectively in a multi-task, time sensitive environment
• Handle competing priorities
• Flexible work schedule (days, evenings, and weekends)
• Implement process improvements
• Build effective working relationships

:

• Excellent verbal and written communication skills
• Experience with Recon Plus, PIX, eLedger, FDES, BOSS, Card IS, Content Navigator, MSS, BFT, Cashpro and TSYS Monarch Knowledge

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics