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Bank Of America Sr Fulfillment Specialist - Quality Assurance United States, Illinois, Chicago 720694541
First point of contact for clients submitting implementation requests via email channel for high revenue clients. Handles end-to-end processing for less complex implementation while engaging other business partners as needed. May work with internal business partners to ensure the successful implementation of services. Key Responsibilities - Manage dedicated email inbox, prioritize, client requests, case and implement eligible items; Create a case/package for tracking, monitoring and E2E resolution as applicable; Receive and respond to implementation requests received by email and questions from internal partners; Conduct limited research and respond to client and be able answer questions and inquiries; Utilize the various bank systems to support clients requests.
Provide analytical support in executing internal control and operational excellence. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Perform In-Line Quality Assurance (ILQA) reviews for the Implementation of Treasury Products, Account Openings, and Account Maintenance requests received in various workflow platforms: Onboard Assist, GFS, and GSS. Monitor QA escalations and workflow assignments throughout the day. May manage staff.
Responsibilities:
Responsibilities include, but are not limited to:
*Demonstrate the ability to be a self-starter, demonstrate ownership, and become a subject matter expert
*Ability to quickly locate resources and manage desk routines so tasks and responsibilities are met
*Completing inline quality assurance reviews on the implementation of treasury products, account opening, and account maintenance requests received via various workflow platforms: Onboard Assist, GFS, and GSS.
*Partner with internal business partners to obtain the necessary information to complete Inline Quality review.
*Review legal documents to determine if adequate documentation has been provided to meet regulatory, compliance, and LOB procedure guidelines
*Works with Implementation Associate to obtain missing information preventing the quality review from moving forward.
*Utilizes various bank systems to complete quality review requests.
*Identifies and escalates process/procedure gaps to mitigate risk.
*Exercises judgment and discretion with respect to client relationships and problem resolutions,
Desire Qualifications:Experience in processes and systems for North America Treasury Fulfillment. (OBA, AM, GFS, GSS, etc.)
*Experience with procedure documentation and/or QA testing. Data management knowledge beneficial.
*Ability to work in a fast-paced environment to drive Quality goals with meeting aggressive delivery deadlines
*Proven leadership role or proven leadership skills
*Detail-oriented
*Excellent written and verbal communication skills
*Relationship management skills
*Proficient with Excel and PowerPoint
*Minimum 2 years of experience handling difficult situations with customers.
*Minimum 2 year of Treasury experience and/or QA experience.
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