Elite Consumer Investments Operations Senior Solutions 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!

Enterprise Job Description:
Elite Consumer Investment Operations Support Team is a team of top-tier, highly talented associates who work alongside managers and higher tier front line associates to ensure an exceptional client service experience is delivered. Associates will handle a wide range of operational support functions such as account opening, money movement, and ongoing maintenance requests. In addition to supporting higher tier front line units, we also support GWIM and Private Bank partners that have hybrid relationships within Consumer Investments. All Elite associates own the dedicated relationship with the front line associates they support.   In addition, the team supports various initiatives which align with Consumer Investment goals driving performance, associate/client satisfaction, and efficiencies across the organization, while building a powerful relationship with our partners.  The team is also involved in client due diligence refresh fulfillment, processing fulfillment across operations, and other development opportunities such as interim leadership as business needs arise.

Responsibilities:

Acts as the expert for front-line associates and at times, clients, as regards to Merrill Edge products, service, and operational processes

• Effectively partner and deliver optimal solutions for the front line associates you support through the pod model
• Build robust valued relationships with your partners
• Elite associates are expected to process intake requests, handle and own cases from creation to completion, and follow up with clients and partners at each stage
• Provides 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 supports sales, FSA client satisfaction, and efficiencies
• Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with their pod
• The team handles on-boarding, funding, ongoing service, product, and tutorial support inquiries across the Merrill suite of products
• Elite associates will be responsible for demonstrating the highest standard of service for every associate interaction. This person will be expected to:
  -Act as the expert for front-line associates and at times, clients, as regards to Merrill Edge products, service, and operational processes
  -Handle complex issues related to Merrill service and products
  -Provide approvals to resolve customer inquiries and escalations
  -Strong focus on risk mitigation and policies and procedures to ensure exceptions and approvals are within the appropriate guidelines
• Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies
• Examples of call inquiries requiring resolution may include new account opening, client identify validation, account linking and householding, and deposit delay lifts.

Required Qualifications:

• Relationship management skills and ability to anticipate needs of business partners that we support
• Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Proven ability to coach others with a passion for excellence and willingness to exceed expectations
• Superior client service proficiency including excellent verbal, written and listening skills
• Demonstrate exceptional organizational and time management skills
• Apply sound judgment in making decisions
• Should be a highl