Bank Of America Operations Analyst - USD Wire Customer Service 

United States, North Carolina, Charlotte 

185275375

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.

Responsibilities:

• Inbound Call Customer Service role receiving multiple calls throughout the day
• Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 50+ calls per day
• Provides guidance to associates within own unit regarding procedural, technical and/or operational changes
• Full working knowledge of operations environment acquired through experience in an operations environment and on the job training
• 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:

• Minimum of 1 year call center experience receiving calls throughout the business day, up to 50+ calls per day
• Highly organized with strong attention to detail
• 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
• Schedule is Monday-Friday 10:30 am to 7pm

Desired Qualifications:

• Expert level Excel experience
• Working knowledge of payment investigations systems
• Financial industry experience
• Business, Finance, Accounting, Economics, or similar major preferred

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