דרושים Client Services Representative Ii Small Business ב-Bank Of America ב-United States, Newark

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Required Qualifications:

• Strong analytical and organizational skills
• Demonstrated ability to solve complex problems by reviewing related information.
• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.
• Customer centric approach
• Demonstrates a strong sense of urgency
• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Ability to 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.
• Good time management skills
• Flexible to work weekends and/or extended hours as needed.

Desired Qualifications:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.
• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Required Skills: "Must" have these skills to be minimally qualified

• Strong analytical and organizational skills
• Demonstrated ability to solve complex problems by reviewing related information.
• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.
• Customer centric approach
• Demonstrates a strong sense of urgency
• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Ability to 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.
• Good time management skills
• Flexible to work weekends and/or extended hours as needed.

Desired Skills:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.
• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

This job is responsible for handling day-to-day Operations processes and working towards deadlines. Key responsibilities include completing all workflows, providing guidance to other team members, assisting internal business partners, and providing functional expertise. Job expectations include performing routine and various item processing functions under moderate supervision within a process that has built-in checks and balances.

Line of Business Description:

Individual contributor role within the Safe Deposit Box Abandoned Property& Escheatmentunit that demonstrates leadership and analytical qualities. Processes transactions in one or more of the company's internal operations to support domestic businesses or services functions. Responsibilities may include: reporting, customer service support, reviewing and processing transactions to include closing accounts, reconciling, correspondence preparation, and performing other support operations functions as required. Maintains internal operational and financial controls and ensures they meet bank standards. Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients. Performs all the functions required at the Sr. Ops Rep level and may act as a subject matter expert. Able to prioritize and complete daily work to meet deadlines and goals. Demonstrates a good working knowledge of the processes and procedures and the ability to identify and implement process improvement opportunities. May provide guidance and direction to less experienced team members. Also, specifically: Responsible for receiving shipments of contents (in tamper proof bags) from forced open safe deposit boxes, as well as reconciling shipments and entering customer information into the abandoned property system and storing contents for future retrieval. In addition, may be responsible for preparing outgoing shipments of contents upon customer reclaiming contents, as well as shipping contents to the various States’ Unclaimed Property Division. On occasion may require interactions with the various States’ Unclaimed Property Divisions to resolve issues. Candidate must be able to work in a dual control environment and must have mobility to stand, bend, and lift packages 1 lb. to approximately 25 lbs. Candidate must be detail oriented and must be accurate and adhere to all policies and procedures. This is a fast paced environment and must be able to work under pressure to meet strict deadlines. Also, responsible for preparing various internal and external detailed reports, as well as letters to customers, while utilizing internal systems to research, complete maintenance and close safe deposit box accounts. Associate is also expected to learn and assist with other functional responsibilities within Unclaimed Property - Safe Box

Monday through Friday 7:00am-3:30pm

Responsibilities:

• Contributes to overall success of an Operations team as an individual contributor
• Handles operational activities and queries for either single or multiple Lines of Business across the enterprise
• Adheres to deadlines set internally within the business unit or those in agreed Service Level Agreements with internal or external business partners
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Maintains internal operational and financial controls and works within the risk appetite of the business unit
• Continues to review processes to ensure they are efficient and implements process improvement opportunities
• Prepares various internal and external detailed reports, as well as letters to customers, while utilizing internal systems to research, complete maintenance and close safe deposit box accounts
• ​Cross-trainedto assist with other functional responsibilities within Unclaimed Property - Safe Box
• Provide subject matter expertise for training materials, procedures, projects
• Work with Associate Readiness and Communication Team

Required Qualifications:

• Must be able to stand, bend, and lift packages up to 25 lbs
• Must be able to work in a dual control environment and must have mobility to stand, bend, and lift packages 1 lb. to approximately 25 lbs.
• Must be detail oriented and must be accurate and adhere to all policies and procedures.
• Able to work in a fast paced environment with ability to work under pressure to meet strict deadlines.
• Strong computer skills including Microsoft Office Applications
• Excellent verbal and written communication skills
• Strong interpersonal skills and the ability to work effectively with multiple teams
• Able to work independently and within a team structure
• Exceptional analytical and problem resolution skills
• Ability to analyze account level information, communicate effectively with leadership and FLU partners

Skills:

• Active Listening
• Adaptability
• Attention to Detail
• Collaboration
• Data Collection and Entry
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Planning
• Reporting
• Account Management
• Conflict Management
• Decision Making
• Inclusive Leadership
• Process Management

This job is responsible for handling more complex files and effectively preventing client escalations. Key responsibilities include assisting with client escalations and related issues, performing various production and support functions, and accurately entering data and assembling documents. Job expectations include monitoring and reviewing documentation against requirements, leveraging reporting to perform job functions, and performing work across multiple workstreams and systems.

Line of Business Job Description:

An intermediate level position in a multi-skilled environment performing the process for extraction and capture while demonstration deep expertise in a multi-skilled environment within Retail Loan Check Processing. The position requires an individual who is production and quality focused and capable of working in a high volume and demanding continuous production environment. Responsibilities may include: basic level reporting, alpha and numeric data entry, reviewing and processing transactions for posting, sorting using electronic or mechanical equipment, reconciling, cross educating peers, performing other support operations functions as required. Maintains internal operational and financial controls and ensures they meet bank standards. Ensures quality service, effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients. Associates will be fully trained in and aware of 5S and Lean Principles as well as Operational Control Risk and will be expected to routinely fully comply and exhibit behaviors consistent with 5S, Lean and Risk Mitigation. The individual must be a self-starter, able to be cross-trained on multiple pieces of equipment (high speed and low speed imaging capturing on OPEX machines), a team player, organized, and results oriented with exceptional work habits. Durability, flexibility in work schedule, and decision-making ability are also required. Position requires compliance with all Department policies and safety regulations. This position will work under the general supervision of the shift leader(s).

Sunday-Thursday 10:00am-6:30pm

Responsibilities:

• Addresses issues in production proactively and handles complex client escalations
• Prioritizes and organizes work to increase effectiveness, efficiency, and productivity
• Monitors and reviews documentation requirements
• Resolves peer or customer escalations and inquiries
• Executes on policies and procedures in connection with firm policies and guidelines regarding document management

Required Qualifications:

• Highly organized with strong attention to detail and accuracy
• Excellent time management and prioritization skills, with ability to meet deadlines
• Strong operational business acumen
• Self-starter/Self-Motivator
• Exhibit excellent verbal, written communication, and interpersonal skills.
• Demonstrate the ability to multi-task, strong attention to detail.
• Overtime will be required at times given volume
• Customer/client focus with the ability to work in high volume environment, adhering to production standards and service level agreements
• Consistently meets established performance standards on all job assignments

Skills:

• Adaptability
• Attention to Detail
• Business Operations Management
• Customer and Client Focus
• Policies, Procedures, and Guidelines Management
• Collaboration
• Issue Management
• Organizational Effectiveness
• Prioritization
• Problem Solving
• Confronting Bias

High School Diploma / GED / Secondary School or equivalent

This job is responsible for handling more complex files and effectively preventing client escalations. Key responsibilities include assisting with client escalations and related issues, performing various production and support functions, and accurately entering data and assembling documents. Job expectations include monitoring and reviewing documentation against requirements, leveraging reporting to perform job functions, and performing work across multiple workstreams and systems.

Line of Business Job Description/Responsibilities:

An intermediate level position in a multi-skilled environment performing the process for extraction and capture while demonstration deep expertise in a multi-skilled environment within Retail Loan Check Processing. The position requires an individual who is production and quality focused and capable of working in a high volume and demanding continuous production environment. Responsibilities may include: basic level reporting, alpha and numeric data entry, reviewing and processing transactions for posting, sorting using electronic or mechanical equipment, reconciling, cross educating peers, performing other support operations functions as required. Maintains internal operational and financial controls and ensures they meet bank standards. Ensures quality service, effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients. Associates will be fully trained in and aware of 5S and Lean Principles as well as Operational Control Risk and will be expected to routinely fully comply and exhibit behaviors consistent with 5S, Lean and Risk Mitigation. The individual must be a self-starter, able to be cross-trained on multiple pieces of equipment (high speed and low speed imaging capturing on OPEX machines), a team player, organized, and results oriented with exceptional work habits. Durability, flexibility in work schedule, and decision-making ability are also required. Position requires compliance with all Department policies and safety regulations. This position will work under the general supervision of the shift leader(s).

Sun-Thurs. 10:00 AM – 6:30 PM

Responsibilities:

• Addresses issues in production proactively and handles complex client escalations
• Prioritizes and organizes work to increase effectiveness, efficiency, and productivity
• Monitors and reviews documentation requirements
• Resolves peer or customer escalations and inquiries
• Executes on policies and procedures in connection with firm policies and guidelines regarding document management

Required Qualifications:

• Highly organized with strong attention to detail and accuracy
• Excellent time management and prioritization skills, with ability to meet deadlines
• Strong operational business acumen
• Self-starter/Self-Motivator
• Exhibit excellent verbal, written communication, and interpersonal skills.
• Demonstrate the ability to multi-task, strong attention to detail.
• Overtime will be required at times given volume
• Customer/client focus with the ability to work in high volume environment, adhering to production standards and service level agreements
• Consistently meets established performance standards on all job assignments

Skills:

• Adaptability
• Attention to Detail
• Business Operations Management
• Customer and Client Focus
• Policies, Procedures, and Guidelines Management
• Collaboration
• Issue Management
• Organizational Effectiveness
• Prioritization
• Problem Solving
• Confronting Bias

High School Diploma / GED / Secondary School or equivalent

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:

• Must be a current Bank of America Year Up intern with a good performance history
• 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:

• 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

Job Description:

Job Description:

This job is responsible for handling day-to-day Operations processes and working towards deadlines. Key responsibilities include completing all workflows, providing guidance to other team members, assisting internal business partners, and providing functional expertise. Job expectations include performing routine and various item processing functions under moderate supervision within a process that has built-in checks and balances.

LOB Job Description:

An Intermediate level position in a multi-skilled environment performing processes for the extraction, capture, and data entry of various document types within Retail Loan Check Processing. A position demonstrating deep expertise in a multi-skilled environment performing (NSF) Non- Sufficient Funds processing. The position requires an individual who is production and quality focused and who can work in a high volume and demanding production environment. In general , this role resolves research and incoming adjustments inquires received from various channels; determining general ledger entries and making appropriate dispositions for reversing credit card payments. This role ensures that all various Reversal Reports are processes daily in compliance with regulations and bank procedures. Associates will be fully trained in and aware of 5S and Lean Principles as well as Operational Control Risk.

1st Shift / Monday through Friday 8am – 4:30pm

Responsibilities:

• Contributes to overall success of an Operations team as an individual contributor
• Handles operational activities and queries for either single or multiple Lines of Business across the enterprise
• Adheres to deadlines set internally within the business unit or those in agreed Service Level Agreements with internal or external business partners
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Maintains internal operational and financial controls and works within the risk appetite of the business unit
• Continues to review processes to ensure they are efficient and implements process improvement opportunities
• Alpha and numeric data entry
• Reviewing and processing transactions for posting, remittance, and performing other support operations functions as required.

Required Qualifications:

• 10 key data entry experience
• Highly organized with strong attention to detail and accuracy
• Strong typing proficiency
• Excellent time management and prioritization skills, with ability to meet deadlines
• Strong operational business acumen
• Self-starter/Self- Motivator
• Exhibit excellent verbal, written communication and interpersonal skills
• Demonstrate the ability to multi-task, strong attention to detail
• Microsoft Office proficient

Skills:

• Data Collection and Entry
• Active Listening
• Adaptability
• Attention to Detail
• Collaboration
• Reporting
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Planning
• Account Management
• Process Management
• Conflict Management
• Decision Making
• Inclusive Leadership