Investments New Account 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:
This job is responsible for providing quality service and efficient operations support for the assigned areas internal business partners and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

As an Investments New Account Support Specialist you will perform operational support for the opening of new Brokerage accounts acting as the FSA and/or clients single point of contact during the Brokerage account application process. Associates will also assist with matters including but not limited to:

• Opening of banking products via phone
• Updating ownership of existing Brokerage accounts
• Completing complex service-related requests including document review
• Associate will fulfill these requests through phone paper email or online mediums and may compile and deliver new client welcome packages and other fulfillment functions.

The New Account Support Operations Specialist may be required to solve problems and investigate/resolve a wide variety of requests that include following up with clients gathering additional information and setting expectations to fulfill the request. They also provide ongoing operational support where required. This person will be expected to:

• Provide exceptional client service and operational support to Merrill clients and internal partners including point of contact resolution
• Demonstrate operational discipline while handling diverse operational functions
• Fulfill critical client requests within prescribed policies and procedures
• Understand our full suite of product offerings and/or use available resources to bridge gaps in knowledge

Responsibilities:

• Processes transactions according to established procedures and prescribed processes required
• Demonstrates operational discipline while handling complex and diverse operational functions
• Covers one or more operations functional areas such as analyses report generation opening new accounts trade processing payment processing and data entry
• Assists with phone calls email boxes and processing queues

Required Qualifications

• Experience verbally delivering information clearly concisely and understandable to the client while quickly establishing rapport and exuding positivity and confidence
• 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
• Excellent organizational and time management
• 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 active listening
• 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:

• 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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week:

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