FC Operations Support Medallion Support Specialist

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:

Medallion Support Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers ownership changes and account updates. Associates are expected to process an intake request handle and own cases to completion and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution partnership research and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales associate/client satisfaction and efficiencies. Each associate provides full accountability ownership and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.

Responsibilities/Position Summary

• Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures

• Deliver complete and concise explanations to inquiries made via inbound calls

• Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship

• Provide point of call resolution for issues

• Demonstrate excellent verbal written and listening skills knowledge of products and services integrity and ability to work as part of a team

• Foster collaborative relationships within and across business units

• Understand and demonstrate cultural awareness

• Demonstrate and verbalize empathy

• Anticipate and understand client needs

• Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity

• Interface with associates and clients for intake follow up and general information about the program

• Customer Service and/or call center experience preferred

Required

• Strong client service skills

• 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 skills

• Strong analytical negotiation and problem-solving skills

• 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 skills

• Understand and demonstrate cultural awareness integrity and ability to work as part of a team

*Candidate must be flexible. Our hours of operation are Monday Friday 8:00 AM to 8:00 PM (Est)

Skills:

• Account Management

• Adaptability

• Customer and Client Focus

• Data Collection and Entry

• Process Effectiveness

• Active Listening

• Continuous Improvement

• Customer Service Management

• Data Quality Management

• Result Orientation

• Attention to Detail

• Business Operations Management

• Business Process Analysis

• Critical Thinking

• Process Management

Shift:

Hours Per Week: