Business Control Specialist - Financial Center Operations Outreach

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:

The Operations Outreach Associate is responsible for outreaching to clients regarding Safe Deposit Box (SDB) related items and supporting Financial Centers (FC) during closures. This includes scheduling SDB appointments, reviewing documentation, and managing overall SDB process requests. The associate assists Financial Center staff and clients with daily SDB procedures to ensure operational readiness and deliver a positive client experience. This role also involves maintaining accurate records, providing clear and timely communication to both clients and Financial Center staff, and ensuring compliance with all relevant policies and regulations. The ideal candidate will demonstrate excellent organizational skills, attention to detail, and the ability to effectively manage multiple priorities. Additionally, they will be responsible for training and guiding Financial Center staff on SDB procedures and best practices, fostering a cooperative team environment.

 

Responsibilities:

• Proactively reach out to clients to address Safe Deposit Box-related matters.

• Schedule and manage SDB appointments for clients efficiently.

• Assist Financial Centers with closure processes by ensuring the SDB processes are followed accurately and efficiently.

• Review and ensure proper documentation for SDB processes.

• Support Financial Center staff with everyday SDB procedures to maintain operational readiness.

• Identify and escalate any issues in a timely and appropriate manner.

• Deliver high-quality support focusing on client needs, problem resolution, and service/product knowledge.

• Build strong relationships with clients and Financial Center staff to enhance the client experience.

• Work collaboratively in a team environment, sharing experiences and ideas for continuous improvement

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

Required Skills:

• Analytical, problem-solving, strong client service skills
• Ability to effectively juggle multiple high priority activities concurrently
• Build relationships and think critically about people, process and technology opportunities for future improvement
• Basic Skills – MS Office Suite: Word, Excel, PowerPoint, and SharePoint
• Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team with experience in a financial center environment
• Demonstrate a cooperative and professional work attitude
• Strong organizational, time management and teamwork skills
• Strong analytical, negotiation and problem-solving skills
• Attention to detail and follow through on assignments ability to effectively escalate issues in an appropriate manner
• Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
• Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
• Cash handling or transaction research experience in for financial centers or eLedger/GL accounts required.

Desired Skills:

• Customer Service and/or call center experience preferred