Merrill Edge Ongoing Support Generalist at Bank of America

Job description

Job Description:

• Generalist: Provide timely resolution on routine service inquiries that come into group from a variety of channels: process incoming documents, emails, etc. related to client documents for Edge accounts; work SSRs; limited client outreach but calls out when necessary. Processes routine/standard transactions according to established procedures and prescribed processes in support of Edge. Daily responsibilities will cover one or more operations functional areas such as: data entry, account updates, and general processing of account forms. Provides quality service and effective and efficient operations support for the assigned areas internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Generally 1 year or more experience is preferred.
• Responsibilities of an Ongoing Support associate include assisting account holders and Financial Solutions Advisors in accurately processing client documentation to update client accounts on the Edge platform. Must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Associates must keep abreast of procedures and demonstrating the ability to translate by processing inbound paperwork accordingly. On average, an Account Maintenance Associate processes approximately 60-100 image documents per day depending on overall volume.
• Enterprise Role Overview: Generalist: Provide timely resolution on routine service inquiries that come into group from a variety of channels: process incoming documents, emails, etc. related to client documents for Edge accounts; work SSRs; limited client outreach but calls out when necessary. Processes routine/standard transactions according to established procedures and prescribed processes in support of Edge. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc. Provides quality service and effective and efficient operations support for the assigned areas internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information and setting expectations to fulfill the request. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor.

Required Skills: ""MUST"" have these skills to be minimally qualified.

This position requires an ability to multi-task and independently prioritize his/her workload. Must demonstrate a cooperative and professional work attitude while adhering to department metric requirements, such as schedule adherence, call/document tracking (Siebel) and accuracy. Associates will also be expected to think analytically, use strong research skills, and apply best practices/past experiences to problem resolution. Must deliver high quality customer experience, stressing client focus, product knowledge, and problem resolution.

• Superior client service skills including excellent listening skills and professional phone/mail etiquette
• Accurate data entry skills
• Good organizational and time management skills
• Strong analytical and problem solving skills
• Track record of attention to detail and follow through on assignments
• Keep current and comply with regulatory requirements
• Apply sound judgment and enterprise-wide mindset in making decisions
• Foster collaborative relationships within and across business units and sectors
• Anticipate and understand client needs and concerns

Operational Experience Preferred

• Self-starter, must be willing to asks questions and constantly seek ways for process improvement.
• Must develop a deep understanding of their process quickly and be able to speak to their process across all levels of the organization.
• Acts with a sense of urgency and creates this in others
• Track record of attention to detail and follow through on assignments
• Working knowledge of Microsoft Office Products; Word & Excel

Desired Skills

• College degree or equivalent work experience desired
• Client/Customer Service background preferred
• Knowledge of ML/BAC policies, procedures and Core Values