דרושים Head Annuity Product Management ב-Bank Of America ב-United States, Jacksonville

Job Description:

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-delivery channels that enable constant account access

Desired Qualifications:

• Experience in a call center and/or a financial/banking center
• Customer service experience​

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

This job is responsible for standard transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include reconciliation, settlement, and trade and transfer support and providing quality service and operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and escalating complex issues to leadership to minimize risk.

Responsibilities:

• Performs standard transaction processing and reconciliation according to the established written guidelines and procedures
• 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 needed
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution

Skills:

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

LOB Job Description:

The Perform Bookkeeping and Deposit Checks for Merrill Clients team supports the deposit of checks into Merrill brokerage accounts, the opening and sorting of mail that may contain a check, and the validation of financial transactions for Merrill brokerage accounts. This job is responsible for standard transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include processing mail (including deposits) and providing quality service and operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and escalating complex issues to leadership to minimize risk.

Required Skills:

• Attention to Detail
• Effective Written Communications
• Recording/Organizing Information
• Adaptability
• Accountability
• Prioritization
• Research
• Risk Management

This job is responsible for moderately complex transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include reconciliation, settlement, and trade and transfer support, and providing quality service and operations support for internal business partners and external clients, in accordance with established guidelines and procedures. Job expectations include handling in operational processes which may carry medium to high levels of monetary risk and assisting in training less experienced team members.

Responsibilities:

• Performs moderately complex transaction processing and reconciliation with medium to large monetary impact according to the established written guidelines and procedures
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Responsible for the analysis and resolution of moderately complex transactions requiring escalations and exceptions
• Proactively identifies risk and opportunities for process improvements based on an understanding of how the work impacts other operational units

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Account Management
• Analytical Thinking
• Coaching
• Written Communications
• Mentoring
• Research
• Result Orientation

Line of Business Job Description:

A successful Transaction Management Operations Analyst on this team:

• Gains a full understanding of each request with careful reading, research and application of product knowledge
• Selects and executes moderately complex transaction processing and reconciliation with medium to large monetary impact according to established guidelines and procedures and within applicable systems
• Communicates effectively and efficiently with the requestor via email to resolve any issues preventing the completion of the request
• Documents all actions taken in the applicable system accurately and in a business writing style
• Meets or exceeds productivity and quality goals
• Adapts to ever changing products and services
• Complies with all Bank of America policies

Required Skills:

• Account Management
• Numerical Reasoning
• Recording/Organizing Information
• Attention to Detail
• Relationship Building
• Research
• Written Communications

This job is responsible for moderately complex activities supporting the assignment, sourcing, gathering, furnishing and movement of financial and client information and data. Key responsibilities include fund setup, client identification data, pricing, and cost basis reporting. A Job expectations include providing quality service and effective operations support for internal business partners and external clients.

Responsibilities:

• Performs moderately complex activities supporting the assignment, sourcing, gathering, furnishing and movement of financial and client information and data according to the established guidelines and procedures
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Reviews and approves required account documentation
• Identifies risk and opportunities for process improvement based on an understanding of how the work impacts other operational units
• Maintains knowledge of operational processes and assists in training less experienced team members

Skills:

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

Line of Business Job Description:

As part of Wealth Management Operations (WMO), Investment Information Management Organization, within Legal Operations team, this individual will be responsible for handling numerous legal matters at once, each of which may have a varying amount of time for completion and ensuring that confidentiality of all requests is maintained. The associate should proactively identify process improvements and efficiencies related to third party workflow and technology. This position requires the application of rules to varying circumstances and requires solid decision-making skills and independent judgment. The Document Retrieval team performs data and document retrieval activities

Required Skills:

• Ability to gather client, advisory and/or employee related document requests for internal legal groups.
• Ability to handle multiple tasks, all with extreme attention to detail.
• Excellent organizational and communication (both written and verbal) skills are also a must.
• The ability to read and interpret litigation documentation and/or Legal's instructions for handling matters is required.
• Candidate must possess excellent follow-up skills and have a service mindset.
• Candidate must also be able to independently resolve issues arising out of third-party requests in order to effectively manage a heavy caseload while expediting the process in a timely and efficient manner.​

Desired Skills:

• Legal experience a plus.
• Six Sigma training/experience preferred.
• Due to the amount of training required for functionality in this position, candidates must make a minimum commitment of one year in the position.
• Microsoft Word, Excel, and Access experience required.
• Availability for overtime as required during high volume time periods.​

This job is responsible for moderately complex transaction and fulfillment processing, including the movement of assets into and out of accounts. Key responsibilities include reconciliation, settlement, and trade and transfer support, and providing quality service and operations support for internal business partners and external clients, in accordance with established guidelines and procedures. Job expectations include handling in operational processes which may carry medium to high levels of monetary risk and assisting in training less experienced team members.

Responsibilities:

• Performs moderately complex transaction processing and reconciliation with medium to large monetary impact according to the established written guidelines and procedures
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Responsible for the analysis and resolution of moderately complex transactions requiring escalations and exceptions
• Proactively identifies risk and opportunities for process improvements based on an understanding of how the work impacts other operational units

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Account Management
• Analytical Thinking
• Coaching
• Written Communications
• Mentoring
• Research
• Result Orientation

Responsibilities include:

• Review Global One status to make sure program is running at start of business for the Hard to borrow program.
• Create daily folders in the SLP Operations shared drive for record keeping each day for SLP Operations controls Collateral QA and Daily Rate review. The daily folders also include Daily Outstanding Loans QA, start of day, middle of day, and end of day Collateral review folders as Collateral is reviewed daily.
• Check for new accounts in Global One that may have been added to the Hard to Borrow program and make sure account status is complete.
• Create and send rate report for current securities in the Hard to Borrow program to Merrill trade team for review and confirmation of rates.
• Create and send rate report for current securities in the Hard to Borrow program to Merrill trade team for review and confirmation of rates.
• Complete and sign SLP operations daily checklist to ensure all processes and have been completed daily.

Required Skills:

• At least 1 year of experience working in Operations
• Proficient PC skills and applied experience with MS Word and Excel
• Detail oriented
• Ability to multi-task
• Excellent verbal and written communication skills
• Ability to problem solve and take ownership of process improvements
• Works well as part of a dynamic team
• Ability to meet tight deadlines and willingness to continuously learn on the job

Desired Skills:

• Organizational skills
• Adaptability
• Basic understanding of and/or experience in the financial service industry
• Leadership experience

This job is responsible for moderately complex activities supporting the assignment, sourcing, gathering, furnishing and movement of financial and client information and data. Key responsibilities include fund setup, client identification data, pricing, and cost basis reporting. A Job expectations include providing quality service and effective operations support for internal business partners and external clients.

Responsibilities:

• Performs moderately complex activities supporting the assignment, sourcing, gathering, furnishing and movement of financial and client information and data according to the established guidelines and procedures
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service
• Reviews and approves required account documentation
• Identifies risk and opportunities for process improvement based on an understanding of how the work impacts other operational units
• Maintains knowledge of operational processes and assists in training less experienced team members

Skills:

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

Line of Business Job Description:

As part of Wealth Management Operations (WMO), Investment Information Management Organization, within Legal Operations team, this individual will be responsible for handling numerous legal matters at once, each of which may have a varying amount of time for completion and ensuring that confidentiality of all requests is maintained. The associate should proactively identify process improvements and efficiencies related to third party workflow and technology. This position requires the application of rules to varying circumstances and requires solid decision-making skills and independent judgment. The Document Retrieval team performs data and document retrieval activities

Required Skills:

• Ability to gather client, advisory and/or employee related document requests for internal legal groups.
• Ability to handle multiple tasks, all with extreme attention to detail.
• Excellent organizational and communication (both written and verbal) skills are also a must.
• The ability to read and interpret litigation documentation and/or Legal's instructions for handling matters is required.
• Candidate must possess excellent follow-up skills and have a service mindset.
• Candidate must also be able to independently resolve issues arising out of third-party requests in order to effectively manage a heavy caseload while expediting the process in a timely and efficient manner.​

Desired Skills:

Responsibilities:

• Strategic development of the platform including curating and governing the product offering
• Financial performance including delivering against revenue targets, and managing line of business expenses (i.e. vendor and subscription costs)
• Identifying, building business cases, securing, and executing technology projects to optimize client/advisor experience
• Delivering exception client/advisor experience through the purchase process and lifecycle of annuity contracts
• Engagement with 3rd party insurance companies and the annuity industry
• Integration of annuity solutions within wealth management planning framework, and alignment with distribution partners (internal and external)
• Marketing and brand development
• Implementation of regulatory changes, and ongoing risk management of platform

Desired Qualifications:

• 12+ years wealth management and/or annuity experience (required)
• Ability to think strategically about the current and future state of the annuity industry to maintain competitiveness
• Ability to influence and communicate across lines of business, field leaders, and control units
• Expertise with value proposition, operational systems, supervision, order entry workflow, 3rd party partner relationships, and regulatory landscape.
• Bias for action to create momentum and drive speed of execution.
• Ability to manage financial results, operational losses, client complaints, and expenses
• Agility in learning to leverage emerging technology to simplify experience and lead industry
• Ability to lead people, recruit, and develop talent
• Exceptional communication skills – structuring presentations, written, and verbal

Required qualifications:

• Life/Health/Variable Annuity or ability to obtain within 120 days

Skills:

• Influence
• Innovative Thinking
• Oral Communications
• Product Management
• Strategy Planning and Development
• Business Development
• Executive Presence
• Relationship Building
• Strategic Thinking
• Business Analytics
• Client Experience Branding
• Collaboration
• Continuous Improvement
• Presentation Skills