דרושים Operations Analyst - Document Fulfillment Services ב-Bank Of America ב-United States, Newark

Job Description:

Job Description:
This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.

Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.

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
• Assists Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment
• Tests existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned loss
• Participates in triage related to Executive Escalations & Incident Response fraud activities
• Reviews and investigates reports of suspected fraudulent activity with accurate recording of data captured during client interactions
• 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
• Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates

* 1st and 2nd shifts available : Tuesday through Saturday : 10:00 am EST to 8:00 pm EST flexibility

Required Qualifications:

• 1+ years of fraud servicing or call center experience.
• Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• 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
• 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 while navigating multiple screens – 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:

• Experience in a call center or a financial/banking center
• Fraud Detection and Prevention
• Credit Risk

Skills:

• Customer and Client Focus
• Data Collection and Entry
• Due Diligence
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Attention to Detail
• Policies, Procedures, and Guidelines
• Written Communications
• Business Acumen
• Collaboration
• Critical Thinking

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.

Line of Business Job Description:

Responsible for the day-to-day user acceptance testing execution in an operations area. Executes test scripts for projects, initiatives, and equipment in an operation involving large volumes of documents that are printed, inserted, and mailed. Testing function includes the operation of high speed printers and insertion equipment and the adherence to all training and safety requirements. Provides support for implementation of products/services and operational solutions and performs post production validation. Assists in designing, documenting, implementing, and monitoring of new products/services for Consumer and Global Wealth.

Attends project calls when needed and communicates with front line units, support partners, and management on testing results. Responsible for providing input for test plans and escalating, tracking, and managing testing defects. Must have strong risk management oversight of test materials in a production environment.

Responsibilities:

• 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:

• Experience in a high speed production environment
• Exhibits excellent analytical, interpersonal, organizational, and time-management skills to effectively resolve complex issues.
• Strong written and oral communication abilities
• Detailed Oriented
• Proficient in usage of Excel, PowerPoint and all other Microsoft applications
• Advanced knowledge of high speed roll to roll printing and insertion equipment
• Working knowledge of Print and Finish Software Solution (PFSS) automated document factory workflow application
• Flexibility to work off shift hours/days as required by the business
• Ability to lift/ carry/ move up to 40 lbs
• Must be able to use a computer throughout a shift
• Must be able to stand 8 hours or as needed throughout a shift

Desired Qualifications:

• Bachelor’s degree or equivalent work experience
• Working knowledge of ALM (Application lifecycle management) and Octane
• Understanding of Jira
• Technical writing and communication skills

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

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy.

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an awareness of foundational operations and familiarity in a specific product line.

Line of Business Job Description/Responsibilities:

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an understanding of foundational operations and familiarity in a specific product line.

This area is a high security work environment. Smocks and steel toed shoes are required to be worn at all times Must be able to stand for long periods of times (up to 8 hours) and lift up to 50 pounds.

Schedule:

• Work Schedule - Sunday - Thursday
• Scheduled work hours: 11:00 P.M. to 7:30 A.M.

Responsibilities:

• Resolves day-to-day problems and executes deliverables within the business unit
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Manages team workload and provides general oversight and direction to team
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit
• Reviews processes to ensure they are efficient and implements process improvement opportunities
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process and implements process improvement opportunities
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit

Required Qualifications:

• Typically has 3 years Operations experience.
• Experience with Microsoft Office applications, especially Excel
• Critical thinking skills and ability to make quick decisions.
• Available for OT as needed.
• Strong business partnering and relationship management skills.
• Excellent verbal and written communication skills
• Ability to manage and prioritize workloads in a dynamic changing environment.
• Ability to work independently, as well as within a team.
• Recent leadership and coaching experience
• Strong analytical, organizational, and problem-solving skills including attention to detail.
• People oriented, adaptable to change able to prioritize tasks, and ability to work as a team player in a fast-paced environment Coaching ability – ability to coach and answer questions for less experience associates.
• Ability to complete tasks or assignments with minimal supervision or oversight.
• Excellent critical thinking skills
• Detail oriented with ability to multi-task, excellent time management.
• Sound decision making skills.
• Meeting facilitation skills
• Ability to understand departmentally policy and procedures.
• Proven ability to engage with and influence others.
• Proven ability to work collaboratively on a team and with key partners.

Desired Qualifications:

• Goal and results oriented.
• Strong follow- through skills.
• Analytical, problem-solving skills.
• Ability to execute independently.

Skills:

• Attention to Detail
• Collaboration
• Customer Service Management
• Customer and Client Focus
• Fraud Management
• Active Listening
• Administrative Services
• Business Operations Management
• Data Collection and Entry
• Quality Assurance
• Client Management
• Coaching
• Performance Management

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy.

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 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