Lead Operations Representative - Year jobs at Bank Of America

Job Description:

This job is responsible for working with a team of Global Payments Operations (GPO) professionals that specialize in Automated Clearing House (ACH) Production which entails preparing, executing, monitoring, and balancing the Automated Clearing System (ACX) processing windows throughout the day to ensure timely and accurate processing of funds according to requirements of the National Automated Clearing House Association (NACHA). Key tasks include analyzing the day-to-day ACH file issues/suspends, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include executing, monitoring, and verifying ACH jobs, completing complex non-routine analytics, creating reports, and engaging with clients and internal associates via telephone and email for ACH Files that fail straight through processing edits and checks. Job expectations include supporting continuous improvement and understanding the criticality of accurate, timely, and appropriate actions in support of the payments operations environment.

Responsible for the day-to-day analysis, research and resolution of varied problems related to processing of ACH files including, but not limited to, duplication, out of balance, invalid dates, etc.

Responsibilities:

• Complete numerous tasks in preparation for window execution
• Executes windows on scheduled intervals
• Balance Windows
• Escalate system abends (failures) timely and appropriately
• Consult with clients and internal associates via phone (incoming and outgoing calls)
• Consult with clients and internal associates via email communications (shared mailbox)
• Fosters relationships with partners and teammates
• Inspects data to identify issues and trends
• Presents reporting on key performance status

Skills:

• Attention to Detail (Capture progress in the following tools: Mattermost, ACHieve, Avaya, Track phone calls, eTask platform for working exceptions, & Task Tracker)
• Monitoring, Surveillance, and Testing
• Ability to retain Policies, Procedures, and Guidelines
• Ability to work in a fast-paced environment
• Positive attitude and ability to work within a team
• Regulatory Compliance
• Strong Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Change Management
• Consulting
• Data Management
• Reporting
• Research

Required Qualifications:

• High attention to detail and critical thinking skills
• Ability to adapt to changing priorities and manage multiple initiatives simultaneously
• Minimum 2 years of experience in operations analysis, business process improvement, or a similar role within financial services or a regulated industry
• Strong written and verbal communication skills

Desired Qualifications:

• Exposure to NACHA Requirements
• Minimum 5 years of experience in operations or a similar role within financial services or a regulated industry
• Bachelor’s degree
• Proven ability to perform complex, non-routine data analysis using tools such as Excel

This job is responsible for supporting project or testing activities in an operation department or Line of Business, researching and documenting organizational reviews, and conducting workflow analysis, data preparation, and triggering. Key responsibilities include pulling testing output and comparing to templates/requirements, opening defects, updating statuses, and analyzing data. Job expectations include resolving complex problems based on business knowledge and defined project guidelines, executing test scripts, and partnering with Development teams to resolve defects.

Responsibilities:

• Supports the Testing team in gaining an understanding of changes being executed, writing and executing scripts, completing data preparation, and conditioning and triggering events
• Leads the resolution of defects, providing necessary documentation, and communicating with Development resources and project stakeholders on resolution and retest statuses
• Coordinates with the business to execute on defined project tasks, including tracking of deliverables and their statuses, measuring progress against ongoing success measures, and escalating roadblocks in a timely manner
• Analyzes current state processes, operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation
• Manages and administers key activities to support medium to large projects, such as coordination of change related activities, reporting, and testing
• Communicates at all levels with business owners, stakeholders, and subject matter experts on all matters related to projects, such as the project plan, risks, issues, scope, assumptions, gap analysis, business requirements, and development of test plans and scripts

Skills:

• Attention to Detail
• Written Communications
• Active Listening
• Collaboration
• Oral Communications
• Prioritization
• Problem Solving
• Critical Thinking
• Risk Management

High School Diploma / GED / Secondary School or equivalent

LOB Description:

Provides technical and analytical support in Global Operations function for one or more product areas. Responsible for the analysis and resolution of moderately complex operations problems and initiatives requiring exception handling and working with multiple operational and/or product specialists to resolve. May participate in projects and/or introduction of new initiatives, systems, products/services and processes. As a technical expert, acts as a unit advisor providing technical support to less experienced associates. This role typically requires 3+ years' experience in operations functions and a thorough working knowledge of the operational aspects of transactions and products.

Required Skills:
* ​1 year of project management participation and/or User Acceptance Testing experience

Strong leadership skills
* Strong technical and analytical skills

An understanding of project management, technology, and ability to utilize that understanding to problem solve and recommend process improvements.
Strong oral and written communication skills

Ability to handle multiple tasks and deadlines simultaneously
* Ability to facilitate meetings and document next steps

Ability to communicate across all levels of the organization (written and verbal)
* Excellent organizational and interpersonal skills

Self-motivated with the ability to work independently

Ability to work effectively with Operations and Technology groups throughout the firm

Must be adaptable, independent leader capable of assessing business problems, project deliverables and interdependencies holistically, and managing and escalating issues/risks to key stakeholders and leadership in a timely fashion.
* Ability to work in a fast-paced environment where business needs/ priorities may change

Excellent time management skills and ability to juggle multiple competing priorities
* System development or Agile project management experience is an advantage
* Strong User Acceptance Testing (UAT) experience
* Microsoft Office Suite Proficiency* BS/BA​

This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Required Qualifications:

• Proficiency in Spanish and English
• 1+ years of customer/client service experience, including experience handling difficult client situations

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• 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
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 1+ years of experience working in a client service capacity​

Skills:

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing leadership, technical direction and oversight to a team delivering technology solutions. Key responsibilities of the job are to provide oversight of the design, implementation, and maintenance of complex computer programs, align technical solutions to business objectives, and ensure that coding practices/quality comply with software development standards. Job expectations include conducting multiple software implementations and applying both depth and breadth in knowledge of several technical competencies.

Responsibilities

• Responsible for providing leadership, technical direction, and oversight to a team as they deliver technology solutions.

• Develop solutions and processes for delivering features based on their knowledge of design/architectural patterns and Agile/DevOps practices.

• Ensure the systems design and requirements are aligned to achieve the desired business outcomes, and that team practices and coding/quality principles are aligned to achieve the desired technology outcomes.

• Develop, enhance, modify and maintain applications in the Global Markets environment.

• Implement modern Bloomberg API in Bank of America environment.

• Utilize in-depth capital markets product knowledge and manage a high level of risk.

• Ensure solution meets product acceptance criteria with minimal technical debt.

• Play a major role in moving back-office data centers from PROD to CNR or vice versa.

• Implement never down (hot-hot) design for critical flows.

• Enhance and support financial trading system with high volume of transactions per second.

• Develop multi-threaded server-side applications using Java and J2ee, to build efficient and scalable applications.

• Design and develop solution architecture to scale backend systems with Sprint framework, Spring boot, Spring MVC and Rest APIs.

• Develop functional testing using Cucumber and DevOps technologies for CI/CD including Ansible ,Jenkins, JFrog and Bitbucket.

• Practice Agile and Test Driven development with full unit test coverage in order to cover all scenarios identified by product owners and business analysts.

• Design and develop new proof of concept projects to enhance current software systems to handle increased traffic and larger datasets with cutting edge technologies including Tibco, SQL Server and AMPS.

• Remote work may be permitted within a commutable from the worksite.

Required Skills & Experience

• Bachelor's degree or equivalent in Computer Science, Computer Information Systems, Management Information Systems, Engineering (any), or related: and

• 5 years of progressively responsible experience in the job offered or a related IT occupation.

• Must include 5 years of experience in each of the following:

• Enhance and support financial trading system with high volume of transactions per second.

• Develop multi-threaded server-side applications using Java and J2ee to build efficient and scalable applications.

• Design and develop solution architecture to scale backend systems with Sprint framework, Spring boot, Spring MVC and Rest APIs.

• Develop functional testing using Cucumber and DevOps technologies for CI/CD including Ansible ,Jenkins, JFrog and Bitbucket.

• Practice Agile and Test Driven development with full unit test coverage in order to cover all scenarios identified by product owners and business analysts.

• Design and develop new proof of concept projects to enhance current software systems to handle increased traffic and larger datasets with cutting edge technologies including Tibco, SQL Server and AMPS.

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Required Qualifications:

• 1+ years of customer/client service experience, including experience handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• 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
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity​​

Skills:

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

High School Diploma / GED / Secondary School or equivalent

This job is responsible for standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations.

Responsibilities:

• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• 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 appropriate
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution
• Reviews and approves required account documentation

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Attention to Detail
• Collaboration
• Written Communications
• Prioritization
• Recording/Organizing Information
• Result Orientation

Responsibilities

• Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.

• Analyze information obtained from management to conceptualize and define operational problems.

• Prepare management reports defining and evaluating problems and recommending solutions.

• Observe the current system in operation, and gather and analyze information about each of the component problems, using a variety of sources.

• Track all client visits/meetings and ensure all client successes are logged for weekly reporting.

• Drive proactive client communications through regular meetings, broker reviews, and calls.

• Track and drive resolution (both strategic and tactical where necessary) of client requests.

• Work with clients to educate on the firm’s self-service tools and industry solutions.

• Analyze effort and support across teams by individual client.

• Coordinate and chair internal stakeholder meetings around client updates.

• Analyze complex query resolution from clients trading Futures and Options within Global Markets industry; queries span trades, position, lifecycle events, commission, reporting, product, and process offering.

• Review and assess trade allocations, collateral movements and reconciliation of positions to facilitate workflow.

• Improve clients’ processes to STP by analyzing tableau metrics and their metric accuracy around trade and commission flows.

• Test implemented SAP solutions, including unit testing, integration testing and user acceptance test.

• Work with GMI books and records platform and testing new functionality.

• Remote work may be permitted within a commutable distance from the worksite.

Required Skills & Experience

• Bachelor's degree or equivalent in Operations Research, Mathematics, Economics, Finance, or related: and

• 5 years of progressively responsible experience in the job offered or a related Quantitative occupation.

• Must include 5 years of experience in each of the following:

• Analyzing complex query resolution from clients trading Futures and Options within Global Markets industry; queries span trades, position, lifecycle events, commission, reporting, product, and process offering;

• Reviewing and assessing trade allocations, collateral movements and reconciliation of positions to facilitate workflow;

• Improving clients’ processes to STP by analyzing tableau metrics and their metric accuracy around trade and commission flows; and,

• Working with books and records platform and testing new functionality.

• In the alternative, the employer will accept a Master's degree and 3 years of experience.

If interested apply online ator email your resume toand reference the job title of the role and requisition number.

BofA Securities, Inc.