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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.
We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
This job is responsible for handling moderately complex operations processes related to credit disputes, escalations and tax reporting. Key responsibilities include analysis, research, reconciliation, reporting data validation and resolution of issues and identified customer requests which may carry high levels of risk within enterprise risk categories. Job expectations include handling moderately complex transaction processing, reconciliation, and resolution of research requests to clients, consumer reporting agencies or taxing authorities, consulting with management for support.
This job is responsible for handling moderately complex operations processes related to Credit Disputes, Internal & Executive Escalations. Key responsibilities include analysis, research, reconciliation, reporting data validation and resolution of issues and identified customer requests which may carry high levels of risk within enterprise risk categories. Job expectations include handling moderately complex research & resolution requests to clients, consumer reporting agencies & consulting with management for support. Responsible for the day-to-day analysis, research, and resolution of varied Credit Furnishing/Dispute concerns. Functions include reviewing defined procedures, analysis/report generation, dispute processing for multiple products on multiple systems of records throughout the day. Handling of Regulatory & Executive Escalations via the Complaint Tracking Tool (CTR), job entails taking inbound/outbound calls (20-30% of day) to clients who have filed a complaint.
Responsibilities:
- Performs moderately complex activities supporting credit disputes, escalations, and tax reporting while following established written procedures and guidelines and ensuring accurate and timely delivery
- Researches and resolves moderately complex financial data requests or exceptions based on analysis of assembled data in an accurate and timely manner
- Performs routine analytics, report creation, and exception processing
- Identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units and escalates risk concerns, as appropriate
- Provides quality service and support for internal business partners and external clients
Job Requirements
- Customer & Client Focus
- Able to communicate effectively to customers directly via phone/email
- SPOC/case ownership
- Attention to detail
- Strong analytical and problem solving skills
- Proficient in Microsoft Office products, strong Excel skills
- Team player who is self-directed and detail oriented
- Strong written and verbal communication skills Accurate and efficient data entry
- Ability to work cooperatively with various levels of associates (i.e.: operations, technology, peers, management, etc.) and embrace change with a positive approach
- Ability to prioritize multiple priorities with adherence to deadlines
**Required Skills: **
- Experience making outbound calls as needed
- Performs moderately complex activities supporting credit disputes, escalations, while following established written procedures and guidelines and ensuring accurate and timely delivery
- Researches and resolves moderately complex financial data requests or exceptions based on analysis of assembled data in an accurate and timely manner
- Identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units and escalates risk concerns, as appropriate
- Provides quality service and support for clients & internal business partners
Desired Skills:
- Manages own time well, agreeing priorities. Multi-tasks effectively, works well under pressure and meets tight and changing deadlines
- Experience with TSYS 9330, IALS System, MSP, Debit Manager
Skills:
- Customer and Client Focus
- Oral Communications
- Written Communications
- Adaptability
- Attention to Detail
- Critical Thinking
- Problem Solving
- Active Listening
- Collaboration
- Result Orientation
- Stakeholder Management
Shift:
1st shift (United States of America)
**Hours Per Week: **
40