Bank Of America Abandoned Property Transaction Management Ops Team Lead United States, Florida, Jacksonville 651200067
This job is responsible for overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.
Responsibilities:
Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables
Provides day-to-day training and coaching to team while addressing employee inquiries and escalations
Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate
Conducts quality assurance reviews and provides routine supervisory manager approvals
Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions
Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management
Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation
Skills:
Attention to Detail
Customer and Client Focus
Oral Communications
Prioritization
Problem Solving
Written Communications
Account Management
Analytical Thinking
Coaching
Mentoring
Research
Result Orientation
Line of Business Job Description:
Additional duties include:
Performing regularly quality assurance reviews across the team’s processes
Reporting Monthly Metrics for SPI and Capacity plans
Assigning daily tasks and monitoring completion
Handling escalations related to client calls, email inquiries, and documents received
Communicating (written and verbal) with various branch offices, Clients, and/or state representatives
Coordinating Client mailings (letters and emails)
Monitoring and submitting Client complaints
Managing day-to-day projects with interns (when applicable)
Overseeing onboarding and training of new hires
Conducting research and outreach to reunite abandoned Clients with their assets
Performing weekly call reviews and coaching for all associates speaking to Clients
Monitoring attendance and daily phone adherence–making adjustments as necessary to ensure phone coverage at all times
Learning all departmental processes and being cognizant of downstream effects on other areas
Mitigating risk by identifying and proposing process improvements
Overtime may be required to support business needs, primarily during the months of September and October
Required Qualifications:
Must maintain positive and professional attitude in a team-oriented, fast-paced work environment
Work effectively and efficiently as team lead
Ability to adapt to a changing environment and handle multiple priorities
Proficiency with Excel
Possess strong analytical and problem-solving skills
Be able to de-escalate situations at point of call and take ownership of any issues through remediation
Have ability to effectively service/resolve client inquiries
Excellent writing and analytical skills
Demonstrate organizational skills and proven attention to detail
Desired Qualifications:
Undergraduate degree preferred or Industry experience equivalent
Flexibility to perform well in a changing environment as processes evolve
Proficient with Microsoft Office, Outlook, Word, and Excel
Ability to prioritize and manage multiple job-related duties, including day-to-day tasks and project work
Strong understanding of rules and regulations, policies, and standards
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