Operations Analyst (Global Payment Operations TFX Wire)

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

You will be an Inbound Call Center Customer Service Rep receiving multiple Foreign Currency Wire calls throughout the day. Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 40+ 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.

Required Qualifications:

• Must have strong inbound call center work experience in a fast pace environment.

• Experience receiving at least 40+ Foreign Currency Wire calls throughout the business day,

• Exceptional Customer Service experience and excellent oral and written communication skills

• Typing and Data entry experience

• Excellent time management and prioritization skills, with ability to meet deadlines under pressure

• Experience with working independently and on teams

• Experienced with Microsoft Office Suite, especially Excel

• Experienced with managing multiple priorities and multi tasks

• Hours: 1st shift: 9-6pm. WFH: Twice a week after training.

• Training: 4-5 weeks, 9-5:30pm.

 

Desired Qualifications:

• Expert level Excel experience

• Working knowledge of payment investigations system

• ​Electronic Wiring and Financial industry experience

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

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40