Service Transition Product Owner jobs at Bank Of America

Job Description:

Merrill is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

Job Description:

Client Service Associates will be co-located at a central site, and report into theClient Service Managerand provide shared support for advisors who have a short term need.

• The Client Service Associates (CSA) role is a sales support position, typically providing dedicated operational and sales support to multiple Financial Advisors (FAs).
• You will be part of a team of CAs supporting specific advisors and their clients. CSA’s may also on a regular basis support office initiatives, in addition to the businesses of particular FAs.
• For established clients, the CSA will often serve as the most frequent point of contact with Merrill Wealth Management.

Responsibilities include:

• End-to-end onboarding process; including systems, documentation, and follow-up
• New account opening and maintenance
• Phone coverage for assigned advisors
• IAP enrollment and maintenance
• Process and manage client servicing requests and account maintenance
• Drive digital client engagement
• Use Salesforce to track daily activities

Required Qualifications:

• 1+ years' experience working in a client servicing operations capacity or banking/ financial industry
• Proficient in Microsoft Word, Excel

Desired Qualifications:

• Undergraduate Degree
• Knowledge of investment and banking products, policies & procedure
• The candidate should respond well to changing and evolving job duties and expectations.
• Strong technological skills are desired
• Bilingual – Spanish
• Bilingual - Mandarin Chinese
• Bilingual - Portuguese

Skills:

• Account Management
• Client Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Business Development
• Client Solutions Advisory
• Pipeline Management
• Prioritization
• Administrative Services
• Emotional Intelligence
• Time Management
• Organizational
• Detail Oriented

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 supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Inbound Call Center Customer Service Rep receiving calls including day-to-day analysis, research and resolution of varied problems related to ACH
• Responsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement payments
• Functions include administering defined procedures, analysis and report generation, and exception processing
• Contact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual cases
• Aid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year call center experience
• Must be able to Multitask using various systems/applications as well as different tasks at different times.
• Exceptional Customer Service experience and excellent oral and written communication skills
• Typing and Data entry experience
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

• Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,
• Expert level Excel experience
• Working knowledge of payment investigations system ​
• Electronic Wiring and Financial industry experience
• Business, Finance, Accounting, Economics, or similar major preferred

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking

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​​

Training Schedule:

2/17/26- 5/1/26: Monday-Friday 8:00am-4:30pm

Work Schedule (following training):

Tuesday-Saturday 12:30pm-9:00pm

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

High School Diploma / GED / Secondary School or equivalent

Job Description:

Job Description:

This job is responsible for enhancing the value of our technical platforms supporting the deployment and sustainability of financial crime data and detection models used by Global Financial Crimes at Bank of America. This includes owning the roadmap for the product, delivering well planned enhancements, and managing risks throughout the lifecycle. Key Responsibilities include research, documenting requirements, data driven backlog refinement, prioritizing enhancements, planning, testing, monitoring, tracking issues, and defining objectives for reporting routines. Job Expectations include ownership of key product decisions and deep subject matter expertise to manage complex products with large agile teams in delivery of scalable data warehouses, data lakes, and data products supporting Global Financial Crimes and Anti-Money Laundering work.

Key Responsibilities

• Develops the technical platform strategy that ensures that functionality of data used for analytics, detection models, and investigations are deployed effectively, maintained robustly and continuously improved to meet evolving business and regulatory needs.
• Defines product roadmap to Maximize Value
• Executes and delivers through agile methodology with clear backlog and prioritization methodology
• Gathers and documents actionable technical requirements for complex projects
• Analyzes data and synthesizes complex insights that identifies strategic improvements
• Communicates and influences key to gather buy-in on roadmap, risks, and technical decisions based on business needs and platform performance
• Serves as a subject matter expertise to guide key decisions and drive innovation within the area
• Owns and manages end-to-end risk for the product through preventive processes, detective monitoring, and effective remediation to reduce reoccurrence
• Acts as Subject Matter Expert (SME) for data platforms towards engaging with business users and technology partners to create a product roadmap, design robust solutions, and develop quality increments for release to the production environment as part of the Software/Service Delivery Lifecycle (SDLC).

Required Qualifications:

• 7+ years of experience
• Strong analytical and problem-solving mindset, with an emphasis on sustainability, efficiency, and control robustness.
• Ability to collaborate effectively with cross-functional teams across the Software/Service Delivery Lifecycle (SDLC) and in a Scalable Agile framework.
• Experience working in data engineering and/or managing big data platforms (i.e., data warehouses, data lakes) including system integration work to move data between platforms and building data structures for expected consumption patterns.
• Experience using query languages for extracting and analyzing data in a database, data warehouse, or data lake such as SQL or PySpark.
• Experience with data warehouse or data lake concepts such as CRUD privileges (Create, Read, Update, Delete), indexing, partitioning, logical and materialized views, or optimization techniques.
• Experience performing data quality assessments.
• Experience with analytics infrastructure in a financial institution or technology environment.
• Understanding of model lifecycle management, including deployment, validation, calibration, and performance monitoring.
• Familiarity with advanced statistical and modeling techniques such as artificial intelligence and machine learning.
• Understanding of risk management and model governance frameworks (e.g., SR 11-7, OCC 2011-12).
• Project management and strategic planning skills, with the ability to translate business goals into technical deliverables.
• Exceptional communication and documentation skills, capable of bridging technical and non-technical audiences.

Skills:

• Critical Thinking
• Monitoring, Surveillance, and Testing
• Regulatory Compliance
• Risk Management
• Strategy Planning and Development
• Written Communications
• External Resource Management
• Reporting

Job Description:

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
• Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access

Skills:

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

High School Diploma / GED / Secondary School or equivalent

Job Description:

Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 50+ calls per day. Functions include administering defined procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training.

Minimum Required Skills:

• Highly organized with strong attention to detail
• Experience receiving calls throughout the business day, up to 50+ calls per day
• Typing and Data entry experience
• Client facing experience
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Excellent oral and written communication skills
• Exceptional Customer Service experience
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks

Desired Skills:

• Expert level Excel experience
• Working knowledge of payment investigations systems
• Financial industry experience
• Business, Finance, Accounting, Economics, or similar major preferred

Job Description:

In close partnership with the coverage and product teams, the role combines industry expertise with a consultative approach to develop and deepen client relationships, and address the evolving needs of healthcare payers, providers, and technology partners. Key responsibilities aligned to these needs include:

• Support execution of GPS’s strategy for clients operating in the U.S. healthcare industry via targeted sales of Bank of America technology platforms and associated solutions

• Manage and lead a high-performing healthcare specialized sales team

• Drive achievement of assigned performance metrics including revenue growth, solution adoption, impact, and unique engagements

• Collaborate cross-functionally to deliver scalable, compliant, and differentiated healthcare solutions

• Contribute to investment planning to drive digitization, automation, and responsible growth

Specific Engagement:

• Shape client acquisition strategy; support team-led client engagements and solution design

• Cultivate partnerships with fintechs, clearinghouses, and HealthTech consultants and vendors

• Represent Bank of America in both internal and external healthcare industry forums, webinars, and strategic client discussions

• Identify emerging U.S. healthcare trends, with a special focus on revenue cycle management, while also providing Voice of the Client insights

• Ensure alignment with compliance and regulatory frameworks

Responsibilities:

• Oversees the management of client engagements and reviews, account management, complex deals, and/or emerging solution opportunities with clients to grow market share through deal support

• Serves as a bank representative presenting at key industry events, leading consultative discussions at multiple levels of the organization, and providing product line expertise

• Assists banking line partners in understanding treasury management, product risk, and ensuring applicable policies are applied through the sales cycle

• Oversees the strategy and tactical execution of segment initiatives across all major Lines of Business, driving collaboration between product, sales, and client relationship teams

• Oversees the identification and development of responses to emerging product trends, competitive strategies, and market gaps

• Manages the development and implementation of programs and policies in partnership with market leadership to drive Global Treasury solutions and local market strategies

• Acts as the product or industry expert in client call planning and strategic client reviews, identifying opportunities and influencing solutions

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: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals.

• Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.

• Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.

• Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.

• People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.

• Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability.

• Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.

• Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.

Required Qualifications :

• This is a MD-level position leading a specialized product sales team.

• A minimum of 5-10 years experience in financial services, treasury, or payments, with a concentration in healthcare.

  Demonstrated ability to lead and drive high performing client-facing teams.

• Bachelor’s degree or equivalent exp.

• Demonstrated deep knowledge of healthcare financial operations, payments ecosystems for both for and non- profit institutions, including revenue cycle management.

• Experience working with payments and receivables strategies/solutioning with clients.

• Strong consultative client approach

• Familiarity with regulatory and compliance frameworks

• Strong presentation and communication skills

• Proven performance management skills

• Ability to work in a highly matrixed organization.

• Strong ability to influence and drive across key business partners.

• Executive Presence

Desired Qualifications:

• U.S. healthcare payments expertise

• Corporate treasury background/experience

• Familiarity with healthcare ERP/PAS systems

• Direct experience with healthcare payment and receivables platforms

• Advanced degree or certifications

Skills:

• Business Development

• Customer and Client Focus

• Executive Presence

• Leadership Development

• Strategy Planning and Development

• Change Management

• Organizational Effectiveness

• Performance Management

• Talent Development

• Budgeting

• Business Acumen

• Client Solutions Advisory

• Inclusive Leadership