Bank Of America Operations Analyst - TFX Wire Customer Service 

United States, North Carolina, Charlotte 

140114628

Job Description:

Job Description:
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.

This is an 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. Functions include administering defined procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Incumbents have full working knowledge of operations environment acquired through experience in an operations environment and on the job training.

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

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

Required Qualifications:

• Highly organized with strong attention to detail

• Experience receiving calls throughout the business day, up to 50+ calls per day

• 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

Desired Qualifications:

• Expert level Excel experience

• Working knowledge of payment investigations systems

• Financial industry experience

• Business, Finance, Accounting, Economics, or similar major preferred