Operations Control Analyst -bilingual Spanish jobs at Bank Of America in United States, Chandler

Position Description

Financial Solutions Advisors (FSAs) are phone-based licensed advisors (Series 7 and 66 required) that provide clients with holistic financial advice and guidance by ident ifying broader product and service solutions that meet their investment, savings and liability management solutions. FSAs demonstrate knowledge of investments and financial markets and apply key principles appropriately to the individual client's investment needs. Additionally, they align Merrill Lynch and Bank of America products and services where appropriate. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination. The Merrill Edge Advisory Center (MEAC) is a consultative platform that provides mass affluent clients with holistic financial advice and deepens client relationships by identifying broader product and service solutions that meet their investment, savings and credit needs. As a Financial Solutions Advisor (FSA), this person will be responsible for maintaining our existing U.S. client relationships by providing day to day service and advice via a phone-based platform. The FSA will provide investment, savings, and liability management solutions to help maintain and enhance financial strategies through the utilization of our wealth management tools. Their responsibilities will also include further deepening relationships with our existing client base and partnering closely with internal team members when appropriate. The FSA may also be responsible for identifying prospective clients and welcoming new clients to the platform. This person will set clear client expectations to create a smooth transition and continuation of the Bank of America/Merrill Lynch relationship.

• Further strengthen client relationships by anticipating needs, exceeding service expectations and following through on commitments
• Demonstrate knowledge of investments and financial markets and apply key principles appropriately to the individual client's investment needs
• Adapt to client preferences using a conversational style
• Understand and proactively identify leading indicators of client attrition and mitigate
• Align Merrill Lynch products and services where appropriate
• Consistently identify client opportunities and engage key partners as needed
• Ability to grasp and apply complex technical material quickly
• Maintain a high level of personal integrity and comply with the Guidelines for Business Conduct as stated by Merrill Lynch

" have these skills to be minimally qualified.

• Series 7 & 66 is required(or the equivalent 63 & 65)
• Minimum of 1-2 years financial advisory or investment sales experience
• Passion for excellence and willingness to work to exceed client expectations
• Strong computer skills with an ability to multitask in a fast paced environment
• 1-2 years relevant work experience
• Bilingual Spanish Proficiency required
• Must be flexible to work a standard shift M-F between the hours of 9am - 9pm est.

Desired Skills:

• Capable of effectively operating in a team oriented and highly collaborative environment
• Successful experience and track record achieving sales goals
• Extraordinary interpersonal skills, a strong team orientation and resiliency
• Ability to effectively manage workload
• Superior client service proficiency including excellent verbal, written, and listening skills
• Financial services industry experience
• Strong understanding and ability to communicate the suite of Merrill Lynch products and services
• Bachelor's degree strongly preferred

This job is responsible for engaging clients in the lobby to educate and assist with conducting transactions through self-service resources, such as mobile banking, online banking, or ATM. Key responsibilities include accurately and efficiently processing cash transactions for clients as needed. Job expectations include having deep conversations with clients to gain in-depth knowledge of the financial and life priorities and connecting clients to solutions that meet the financial goals.

Responsibilities:

• Executes the bank's risk culture and strives for operational excellence
• Builds relationships with clients to meet financial needs
• Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations
• Grows business knowledge and network by partnering with experts in small business, lending, and investments
• Manages financial center traffic, appointments, and outbound calls effectively
• Drives the client experience
• Manages cash responsibilities

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 new and existing clients based on their needs
• Communicates effectively and confidently and is comfortable engaging all clients
• Has the ability to learn and adapt to new information and technology platforms
• Is confident in educating clients on how to conduct simple banking transactions through self-service technologies (for example, ATM, online banking, mobile banking)
• 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
• Efficiently manages time and capacity
• Focuses on results while acting in the best interest of the client
• Must be able to work weekends and/or extended hours and travel to any financial center location within a reasonable distance​

• bilingual Spanish required

Desired Qualifications:

• Experience in financial services and knowledge of financial services industry, products and solutions
• One year of demonstrated successful sales experience in a salary plus incentive environment with individual sales goals
• Six months of cash handling experience
• Bachelor's Degree or business-relevant Associate’s Degree such as business management, business administration or finance​

Skills:

• Adaptability
• Business Acumen
• Customer and Client Focus
• Oral Communications
• Problem Solving
• Account Management
• Client Experience Branding
• Client Management
• Client Solutions Advisory
• Relationship Building
• Business Development
• Pipeline Management
• Prospecting
• Referral Identification
• Referral Management

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.

Line of Business Job Description:

​Responsibilities:

• 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)

• 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

Job Requirements:

• 2+ 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

Skills:

• Attention to Detail

• Critical Thinking

• Data Collection and Entry

• Recording/Organizing Information

• Research

• Fraud Management

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Quality Assurance

• Risk Management

• Adaptability

• Customer and Client Focus

• Prioritization

• Result Orientation

• Written Communications

Key responsibilities:

• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned

Required Experience:

• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform

Desired Experience:

• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Prioritization
• Recording/Organizing Information

This job is responsible for being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications. Key responsibilities include performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests, and working with technology teams to identify, troubleshoot, and resolve issues. Job expectations include following well defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

Responsibilities:

• Monitors and supports application components and related infrastructure, acts as the first point of contact for users, and responds to alerts regarding potential production incidents
• Interprets and monitors dashboards, tools, and reports in order to proactively identify and address potential issues prior to production impact, escalating issues to senior team members or subject matter experts as needed
• Performs environment routing and cycling, implements splash pages, and conducts user ID administration access provisioning/deprovisioning (additions, modifications, deletions) for applications
• Works with technical partners to generate status updates, create technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, and schedules follow up meetings
• Partners with change and release teams to support implementations and proactively identify potential issues resulting from changes
• Tracks incidents and requests in a defined system, executes procedures reliably, fulfills requests from business users and operations, and escalates issues as needed to solve incidents quickly
• Keeps operational procedures updated and provides data that adheres to documentation requirements and audits

Position Summary

• The individual will coordinate the weekly mainframe maintenance windows within established SLAs. Review changes utilizing BMC tool, align the moving parts into a concrete plan, pivot when the unexpected happens, has a strong attention to detail, is a leader/team player, and is able to calmly multi-task during a high stress window and see the big picture.
• Escalate elongated issues risking SLA.
• Document issues or improvements.
• Able to provide and communicate process improvements/solutions across differing audiences including technical, managerial.
• Participate in the resolution process for problems where analysis of situations or data requires an evaluation of various factors.
• Take part in multiple projects and activities related to special initiatives or operations.
• Leading and facilitating meetings to debate and understand risks associated with change and how they impact the production environment.

Required Qualifications

• Able to work weekdays and depending on the job responsibilities, a rotating weekend night schedule. (Includes Saturdays and Sundays)
• Strong working knowledge (> 5 yrs.) and experience on mainframe technology infrastructure utilizing the zOS operating system, transaction and queuing systems, database systems and batch systems and understanding system start-up/shutdown, console messaging, and technology dependencies.
• Strong Knowledge of standard mainframe tools such as TSO, JCL, JES2, SDSF, Console, etc.
• Experience with BMC Remedy.
• Able to closely vet change request that can be disruptive, need operational assistance and/or requires a service outage on Mainframe, understanding of infrastructure and business applications and able to minimize disruption of services.
• Strong ability to multi-task and manage activities during a coordinated multi-technology change window.
• Strong organization, attention to detail and project management skills.
• Flexibility to react and adapt to rapidly changing scenarios, able to pivot where needed to ensure changes are successfully installed in the window while still meeting SLAs.
• Exhibits excellent communication and interpersonal skills, collaborates effectively with team members, cross-functional teams, applications, and business units.
• Good analytical and problem solving skills.
• Self-motivated and results-orientated, able to create and maintain comprehensive documentation, including but not limited to operator procedures, detailed scripts outlining task clearly, ensuring clarity and consistency.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns and opinions across differing levels of management
• The ability to work effectively in a fast-paced environment with tight deadlines.
• Strong leadership and teamwork skills and experience in supervising junior staff or leading project teams is desired. Coordinating people and task to achieve goals.
• Works effectively with others by establishing and maintaining positive working relationships

Desired Qualifications

• Candidate must have 2 or more years of console operations work experience. Technical experiences should include operator knowledge of JES2, and MVS commands would be helpful.
• Candidate must understand the sensitive and critical nature of data processing and service level agreements and be able to proactively contribute to organizational goals and delivery targets.
• Knowledge of standard mainframe tools such as: ITSM, APVIEW, HMC, Microsoft office 365 suite products, MatterMost, Python, NETVIEW, SA z/OS.
• A working knowledge of HMC, IPL and POR procedures is a plus.
• Must be able to escalate issues and problems to support teams or upper management groups as required.
• Previous experience in performing similar function is highly desirable.
• ITIL certification a plus.
• Strategic Thinker: able to anticipate business needs and growth opportunities. Challenging the status quo and continuously looking for opportunities to modernize and automate wherever we can.

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Result Orientation
• Solution Delivery Process
• Solution Design
• Business Acumen
• DevOps Practices
• Innovative Thinking
• Project Management

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.

Line of Business Job Description:

​Responsibilities:

• 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)

• 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

Job Requirements:

• 2+ 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

Skills:

• Attention to Detail

• Critical Thinking

• Data Collection and Entry

• Recording/Organizing Information

• Research

• Fraud Management

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Quality Assurance

• Risk Management

• Adaptability

• Customer and Client Focus

• Prioritization

• Result Orientation

• Written Communications

This job is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. Key responsibilities include analyzing the clients financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process.
This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Provides exceptional client care
• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Utilizes multiple technology systems to assist customers and referral partners
• Leverages defined lending processes and policies to meet guidelines and manage risks
• Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
• Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care

Required Qualifications:

• Has 1+ year of home loan origination and mortgage experience
• Bilingual – Spanish Required
• Has a strongrelationship-deepeningand client care mentality
• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.
• Has an ability to assess client needs and suggest/promote alternative products or services
• Has ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
• Has effective customer service skills with ability to manage the full client end-to-end origination experience and problem resolution at key points in lending process
• Has an ability to work under pressure during high volumes
• Has an ability to build and maintain positive rapport with service partners.
• Can prioritize multiple competing tasks.
• Has adaptability and is flexible to change.
• Is a strong communicator, written, oral and non-verbal.
• Demonstrates solid sales production over a sustained time frame.
• Can be flexible to work weekends and/or extended hours as needed.
• Communicates professionally, effectively and confidently and is comfortable engaging all clients over the phone.
• Has an ability to handle multiple lines of business and models to support changing business needs.
• Independently works with other business partners to expedite post-sale issues or problem resolution
• Has the ability to effectively balance performance, operational risk, and client relationship care.
• Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies.
  

Desired Qualifications:

• Has knowledge of loan products (Conventional, Jumbo and Government)
• Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information.
• Familiarity with FHA and HUD guidelines.
• Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending.
• The ability to analyze and comprehend complex financial data and provide financial alternatives.
• Strong consultative skills including the ability to ask critical questions to identify opportunities

Skills:

• Attention to Detail
• Client Solutions Advisory
• Customer and Client Focus
• Oral Communications
• Written Communications
• Client Management
• Loan Structuring
• Pipeline Management
• Problem Solving
• Collaboration
• Credit Documentation Requirements
• Critical Thinking
• Referral Identification
• Referral Management

Minimum Education Requirement:High School Diploma / GED / Secondary School or equivalent