דרושים Operations Team Lead - 3rd Shift ב-Bank Of America ב-United States, Newark

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 providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• At least 1 year of customer service experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• College degree or commensurate work experience preferred

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Minimum of one year of customer service experience
• Excellent verbal and written communication skills
• Ability to work within the operating hours and days for this position as outlined in the posted job requisition
• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• Proficient in dealing with customer issues in both a routine and complex environment
• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience
• Credit assistance and collections experience
• Inbound/outbound call center experience
• Banking/financial services experience
• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Required Qualifications:

• 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
• 1+ years of customer/client service experience, including experience handling difficult client situations

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity​​

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

HOURS: Sun-Thurs or Tues-Sat 11:30am to 8:00pm based upon availability

This job is responsible for operating insertion and printing equipment at a basic proficiency level for processing customer correspondence mailings. Key responsibilities include being production and quality focused in alignment with 5S Lean methodology and working in a high volume and demanding physical production environment. Job expectations include monitoring and executing on production plans by operating high speed manufacturing equipment.

Line of Business Job Description:

A first level position requiring the operation of insertion and printing equipment for processing customer statements and other customer communications for a world class statement processor. The position requires an individual who is production and quality focused and who is capable of working in a high volume and demanding continuous production environment. Associates will be exposed to 5S and Lean Principles and will be expected to comply and exhibit behaviors consistent with 5S and Lean. The individual must be a self-starter, able to be cross-trained on multiple pieces of equipment (high speed and low speed), a team player, organized, and results oriented with exceptional work habits. Physical stamina, 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 direct supervision of the shift leader(s).

Responsibilities:

• Operates insertion and printing equipment at a basic proficiency level while meeting production and quality standards under supervision

• Oversees machine set-up and inspects parts with precision prior to production initiating

• Stands for long periods and is able to push/pull/lift up to 50 pounds as required

• Executes routine quality inspections of printed and inserted material for accuracy and integrity

• Completes paperwork and day-to-day tasks in compliance with all policies, procedures, safety regulations, and 5S principles

• Communicates with department peers, supervisors, vendor representatives, and other departments to work effectively in a team environment

• Cross-trains on multiple pieces of equipment and in reconcilement functions as required

• Become operationally proficient on insertion and printing equipment while meeting basic production and quality standards.

• Demonstrate basic knowledge and awareness of 5S and Lean Manufacturing principles.

• Consistently model and demonstrate behaviors as required by the Bank of America Spirit – creating and sustaining a culture of both operational and service excellence.

• Must be willing and able to be cross-trained on multiple pieces of equipment as required.

• Ability to accurately complete machine log, accurately load jobs, understand internal workflow process, interdepartmental dependencies and workflows.

• Must demonstrate a basic awareness and understanding of customer privacy policy.

• Demonstrated strong work ethic, punctuality, attendance, and scheduling flexibility.

• Communicate effectively with department peers, supervisors, vendor representatives, and other departments.

Required Qualifications:

• Ability to operate insertion and printing equipment at a basic competence level to process customer statements and other customer communications on high speed printers and rendering equipment for mailing through the United States Postal Service.

• Experience working in a production environment

• Able to constantly stand for 8 hours

• Able to push/pull/lift up to 50 lbs. as required throughout each shift

• Capability to work effectively in a team environment

• Orderliness in personal work habits

• Demonstrated mechanical aptitude

• Ability to write and complete basic data forms associated with production activity

• Ability to read, understand, and comply with English language production documents

• Ability to comply with basic English language verbal instructions

• Basic knowledge of numeric keyboard. Basic PC skills

• Demonstrated ability to learn quickly

• Demonstrated listening and understanding capabilities and the ability to be cross-trained

• Requires an ability to make sound decisions, solve problems, and to exhibit a continuous process improvement orientation.

• Aptitude to interpret data and take action

• Ability to communicate effectively

Desired Qualifications:

• One+ years of production related experience

• Previous experience operating insertion and/or print equipment

Skills:

• Attention to Detail

• Collaboration

• Active Listening

• Adaptability

• Decision Making

• Problem Solving

• Critical Thinking

• Innovative Thinking

• Written Communications

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• At least 1 year of customer service experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• College degree or commensurate work experience preferred

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

High School Diploma / GED / Secondary School or equivalent