Research and Resolution Specialist at Bank of America

Chandler, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Feb, 26

Salary

0.0

Posted On

16 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical, Problem Solving, Attention To Detail, Written Communications, Customer Service Management, Collaboration, Conflict Management, Data Collection And Entry, Process Management, Critical Thinking, Business Process Analysis, Continuous Improvement, Time Management, Teamwork, Active Listening, Negotiation

Industry

Banking

Description

Job Description: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This role oversees Operational and Firm Related Complaint review and resolutions. Associates are responsible for ensuring reported grievances are relevant and tied to our line of business, thoroughly researching and documenting the matter, and partnering with Compliance partners as well as Merrill Management to coordinate and evaluate the resolutions to these complaint matters. In addition, they may produce individual written correspondence in response to the complainants, detailing resolutions for a portion of the cases; Other written correspondence provided by this team includes account termination notifications, notices of Third Party seizure of accounts, and ad-hoc communications to clients. The Research and Resolution Specialist is responsible for investigating, properly coding, and ensuring client resolution of oral and written Operational and Firm-related complaints submitted by Consumer Investments clients. As part of this process, the Specialist will identify and analyze client issues associated with each matter, and ensure timely and accurate research and responses, often in writing, in support of an outstanding client experience. In addition, responsibilities may consist of identifying brokerage complaints submitted by other business areas and for drafting select client correspondence. Required Qualifications: Apply sound judgment and enterprise-wide mindset in making decisions Ability to multi-task and independently prioritize his/her workload. Demonstrate a cooperative and professional work attitude Capable of multi-tasking and working efficiently under stress and high volume Strong organizational, time management and teamwork Strong analytical, negotiation and problem solving Attention to detail and follow through on assignments Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge Demonstrate excellent verbal, written and listening Ability to write concise, clear, and professional client-facing correspondence on behalf of Merrill Foster collaborative relationships within and across business units Understand and demonstrate cultural awareness, integrity and ability to work as part of a team Desired Qualifications: Customer Service and/or call center experience preferred Knowledge of Merrill systems, products and applications Skills: Business Operations Management Business Process Analysis Continuous Improvement Critical Thinking Process Management Attention to Detail Conflict Management Data Collection and Entry Process Effectiveness Written Communications Active Listening Collaboration Customer Service Management Customer and Client Focus Policies, Procedures, and Guidelines Management Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40 Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice

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Responsibilities

The Research and Resolution Specialist oversees Operational and Firm Related Complaint review and resolutions, ensuring grievances are relevant and thoroughly researched. They are responsible for investigating complaints, documenting matters, and coordinating resolutions with Compliance partners and Merrill Management.