דרושים Service Delivery Consultant ב-Bank Of America ב-United States, Charlotte

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:

Job Description:
Assists with developing and implementing business strategy through platform development initiatives from idea creation through deployment including identifying customer need, designing and validating concepts, developing business cases, assisting with vendor negotiations and relationships, partnering with technology to analyze and write Business and Functional Requirements documentation, managing to a budget SME in coordinating and developing communications with Marketing and Training, coordinating business and Beta testers, and implementing deliverables. Maintains a thorough knowledge of systems and operations processes for platform supported. Day-to-day responsibilities include maintaining subject matter expertise for platform functionality and resolving chronic service delivery or platform issues identified by client service/support organizations. Works closely with Program Owners, Business Channel leaders, SMEs, Technology, Operations, Client Services, Legal, Compliance Risk, and external suppliers/vendors.

This role on the Product Team will play a critical role in developing, implementing, testing & delivering enhancements to core underwriting and monitoring applications with a focus on testing to ensure we are delivering the highest quality change into our Production environments. Specific roles/responsibilities include:

Core Responsibilities

• Understand how the platform and technology works; connect capabilities end-to-end

• Understand user’s day-to-day Credit/Operations procedures, roles and responsibilities

• Partner to define and document platform requirements and solutions

• Driving optimized solutions that are effective, and highly efficient and consistent

• Hold technology accountable for sustainable and flexibly architecture

• Establish preventative/detective controls to deliver highest quality change

• Partnering to ensure robust testing and User Acceptance prior to release

Required Qualifications:

• 5+ years’ experience in Credit Underwriting and/or Monitoring role, and/or very strong knowledge of roles/responsibilities/process through associated experience

• Experience working on projects which demonstrated proficiency asking great questions, understanding process, defining requirements and associated solutions, and then partnering with Technology

• Critical thinker that can effectively challenge the status quo and come up with innovative solutions. Great in both the details, and in connecting the higher-level dots end-to-end

• Proficiency with Microsoft products such as Excel, PowerPoint, Word

• Self-starter who is highly motivated to learn, grow and develop

• Strong attention to detail w/ great problem-solving skills

• Strong written and verbal communication

Desired Qualifications:

• Experience with data, SQL, business intelligence and/or data science

• Experience with process and/or systems design

• Experience with tools such as JIRA/Blueprint for documenting and driving Tech change

• Experience with Agile Practice

Skills:

• Attention to Detail

• Problem Solving

• Process Effectiveness

• Production Support

• Technical Troubleshooting

• Agile Practices

• Prioritization

• Release Management

• Research

• Usability Testing

• Adaptability

• Change Management

• Critical Thinking

Job Description:

Job Description:
This job is responsible for providing prospects and self-directed investors with financial assistance by identifying broader product and service solutions that meet their investment and saving needs. Key responsibilities include applying knowledge of investments, products, financial markets, policies, procedures, and processes to the client's investment needs. Job expectations include owning the management, research, and communication process of resolving client issues and achieving high client satisfaction and relationship deepening through a disciplined and responsible approach. 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.

The registered Investment Consultant II demonstrates knowledge of investments and financial markets and assists clients with their servicing and trading needs through inbound and outbound phone interactions. The Investment Consultant II will own the management, research, and communication of resolution to client issues while demonstrating expert knowledge of policies, procedures and processes. The role is responsible for achievement of high client satisfaction and relationship deepening through a disciplined and responsible approach.Responsibilities:

Deliver exceptional service to clients by answering general account inquiries

Accurately execute and confirm trade orders as well as a variety of securities transactions initiated by self-directed clients

Assist clients with brokerage consumer website usage and navigation

Educate potential and existing clients about investment products, services and trading strategies

Research and resolve client requests

Maintain current knowledge of Merrill products, policies, and services while keeping abreast of financial markets and regulations

Required Qualifications:

Series 7, and 66 or equivalent (if not currently held, Series 66 must be obtained within 90 days)

- Strong analytical and organizational skills

- Detail oriented, with good follow-up skills

- Strong interpersonal skills

- Ability to multi-task in a dynamic environment

- Requires basic knowledge of the organization, products and/or services

- Requires knowledge of financial markets and trading strategies

- Excellent verbal and written communication skills

- Proven ability to meet and exceed productivity and performance goals

- Must be technologically savvy and able to quickly learn new systems

- Must be flexible to work assigned shift within center hours of operation

- Strong desire for point of call resolution

- Focus on client satisfaction

Desired Qualifications:

- Call center experience is preferred but not required

- Previous Brokerage experience is a plus

- 1+ years of financial industry experience

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:

• Receive and respond to requests received by email or phone
• Provides resolution for requests received via phone or email
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight
• Conduct limited research and respond to client and be able answer questions and inquiries
• Utilize the various bank systems to support clients requests​​​

Required Qualifications:

• ​1+ years of experience working with customers.

• 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.

• Ability to analyze and resolve customer inquiries.

• Ability to provide a positive customer experience through creative solutions.

• At least an intermediate ability in computer skills.

• Ability to navigate multiple computer systems while interacting with the customer.

Desired Qualifications:

• 1-2 years of experience in the Banking/Financial industry.
• 1-3 years of experience working in a call center.​​

This job is responsible for handling medium to large projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement change and improvements brought about by the project.

Responsibilities:

• Provides consulting expertise to line managers on productivity issues and analyzes market and operational impact in the business brought about by specific project parameters
• Responsibilities include research and document organizational reviews, workflow analysis, and provide management and staff analysis. You will also define the project scope to others outside of operations that may become involved in or impacted by the project.
• Leading risk management and mitigation planning readiness, change adoption, stakeholder management, and quality assurance
• Analyzes current state processes, existing 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
• Coordinates with the business to support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
• Supports partnerships with operations management to create project impact and provide direction and guidance to internal teams
• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalate issues
• Performs risk management activities to minimize project risks
• Assists with creating and maintaining comprehensive project documentation
• Leverages business knowledge to identify opportunities for improvement and supports change execution

Required Qualifications:

• Minimum of 5 years of experience with projects, production support activities and/or payment operations
• Experience of the Agile software delivery methodology or large scale projects/project management
• Skilled in translating business requirements into technical requirements
• Cross functional with strong business analysis, problem solving, quality management and organization skills
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
• Excellent written and verbal communication skills
• Willing to learn and adapt to change
• Working knowledge of Windows and Microsoft Office
• Ability to build and maintain excellent relationships with business stakeholders and gain trust in order guide and influence them
• Ability to understand the bigger picture (risks, dependencies)
• Flexibility required to support global markets

Desired Qualifications:

• Working knowledge of Sanctions
• Executive reporting and presentation skills
• Working knowledge of SWIFT, ISO 20022 formats, low-value and high-value clearings such as Target 2, Fed Wire, CHIPS, USACH, BACS etc. (preferably in-depth knowledge of implementing Platform that process these types of payments)

Skills:

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk Management

Job Description:

Job Description:
This job is responsible for planning and coordinating the execution of project/small program deliverables which requires the engagement of multiple teams. Key responsibilities include communicating work objectives, coordinating delivery, facilitating sync points across teams, providing end-to-end visibility into the health of the deliverables, and managing program risk and compliance to standards. Job expectations include ensuring delivery meets the client’s expectations in terms of the functionality, quality, timeline, and cost.

The Change and Release Manager is responsible for overseeing the planning, coordination, and execution of change and release management processes to ensure seamless delivery with minimal risk. This role requires strong communication skills to collaborate with cross-functional teams, provide clear updates to stakeholders, and drive process improvements. The position focuses on maintaining system stability, enhancing efficiency, and delivering metrics-driven insights to support organizational goals.

Responsibilities:

• Leads and coordinates routines to support delivery (for example, kick-offs, status reviews, stakeholder meetings, change controls, and tollgates, etc.)

• Manages coordination of delivery and dependencies across multiple teams.

• Facilitates communication and collaboration across organizations to support the deliverable completion and timeline.

• Provides status updates for the deliverables to stakeholders and leadership pertaining to delivery, risks, issues, and schedule.

• Works with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements.

• Supports resource planning for delivery and execution.

• Ensures adherence with Enterprise Change Management standards.

Required Qualifications:

• 10+ Years of experience change and release management processes, aligned with ITIL best practices.

• Proficiency in tools like ServiceNow, Jira, and similar platforms for managing workflows.

• Familiarity with Agile, DevOps, CI/CD pipelines, and risk mitigation strategies.

• Strong verbal and written communication skills to simplify complex information for diverse audiences.

• Expertise in facilitating meetings, creating reports, and delivering presentations to stakeholders and leadership.

• Skilled in conflict resolution and aligning priorities across teams.

• Proven ability to lead cross-functional teams and foster collaboration.

• Strong interpersonal skills to build trust and drive process improvements.

• Exceptional organizational skills to manage multiple priorities effectively.

• Analytical mindset to interpret metrics, identify risks, and recommend improvements.

Skills:

• Collaboration

• Project Management

• Result Orientation

• Solution Delivery Process

• Stakeholder Management

• Analytical Thinking

• Business Acumen

• Financial Management

• Influence

• Risk Management

• Agile Practices

• Architecture

• Data Management

• Solution Design

• Technical Strategy Development

: Bachelor’s degree or equivalent work experience.

Responsible for capturing and refining business and/or system requirements (based on specialization). Works with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the Development Team to refine the requirement into specifications that can be executed by the team. Possess a working knowledge of the business and/or technical domain based on their specialization. Leverages experience and understanding of stakeholder needs to help create a solution, envisions the solution to solve a problem (manual or through software). Performs Cost/Benefit Analysis to align the technology to business strategy. Gathers & catalogs functional, non-functional, and technical requirements for stakeholder requests. Determines the impact of modifications and enhancements on the application. Acts as the product(s) subject matter expert to support scope and requirement decisions. Ensures changes to the application are compliant with bank standards and policies. Assists users and development team with application testing and troubleshooting, and may help configure test solutions to validate functional and system needs. Identifies, document and troubleshoot application related problems. Documents process, procedures and workflows associated with applications. Leads or participate in continuous improvement efforts; Building expertise in creating, analyzing, and improving processes. Creates, maintains and presents training materials for end-users. Individual contributor.

Responsibilities:

The Senior Analyst will partner with Business Leaders, Product Owners and Subject Matter Experts to define and understand vision, define and document functional and non-functional requirements and act as a focal point between the business stakeholders and the technology team.

• Maintaining and encouraging compliance with any appropriate standards and guidance to ensure that the project provides full traceability from concept to delivery.

• Identification and analysis of a Business Need and development of one or more Alternative Business Solutions by gathering, analyzing and documenting functional and non-functional requirements

• Responsible for the translation of the Business Requirements into System Requirements, which describe what the system, process, or product must do to fulfill the business requirements.

• The Analyst must make the System Requirements understandable and acceptable to IT developers, QA and UAT Analysts

• Assist with user acceptance testing activities

• The Analyst develops and presents artifacts describing the Business Requirements including, as appropriate: Presentations and Charts, Process Flows, Data models, Use Cases, Other Requirements Documents as appropriate to document and communicate the Requirements.

• The Analyst may also be responsible for tracing the requirements during implementation to ensure that the developed system is consistent and in scope with the determined system requirements

• Drive User Story generation across business and technology teams to support a healthy backlog of capability development within assigned project scope

Required Qualifications:

• Compliance or Audit experience is highly preferred. Previous experience in Business / Systems Analysis is a must.

• Must have experience working with Agile methodology.

• Strong SQL skills, knowledge of Oracle and understanding of relational databases and distributed systems.

• Must be able to gather and revise requirements based on user storyboards then provide the detailed requirements to developers within a quick turnaround timeline.

• Works autonomously in a fast-paced multi-disciplinary team environment

• Handles multiple tasks and can support multiple project needs simultaneously

• Acts quickly on issues and requests associated with business needs using the appropriate escalation path

• Good written and oral communication skills including technical writing skills

• Works well under pressure to meet tight deadlines

• Possesses excellent interpersonal skills to work well with managers and senior business leadership

• Evidence of 7-10 years professional experience focusing on business, process or systems analysis and requirements management in a complex regulated environment (finance, accounting, health, etc.)

• Strong analytical skills

• Applied experience in agile development teams, along with understanding of waterfall and the transition between the 2 methodologies

• Highly skilled with Microsoft Word, Excel, Visio, SharePoint, Power Point

• Familiarity with defect tracking system

Desired Qualifications:

• Knowledge of Financial Crimes Technology applications

• Bachelor in Computer Science or related field

• Experience with Horizon JIRA tool

• Risk management and control experience