| Employer: | Bank of America
| Job Ref No: |
1200003932
| Job Title: |
Account Maintenance Associate - Jacksonville, FL : 1200003932
| Sector: |
Asset Management
| Sub Sector: |
Other
| Risk Type: |
Enterprise
| Expertise: |
Risk Manager
|
Processes routine/standard transactions according to established procedures and prescribed processes in support of GWIM Operations. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc. Provides quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor. Generally 1 year or more experience is preferred.
Responsibilities/Position Summary:
Responsibilities of an Account Maintenance Representative include assisting account holders and Investor Service Advisors in accurately obtaining client information with proper documentation in order to update accounts accordingly. Must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Representatives must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made via inbound phone calls. On average, an Account Maintenance Representative handles 30-40 inbound calls per day in addition to processing approximately 20-30 image documents per day depending on overall volume.
Qualifications
Required Skills & Abilities:
This position requires an ability to multi-task and independently prioritize his/her workload. Must demonstrate a cooperative and professional work attitude while adhering to department call center metrics requirements, such as schedule adherence, duration, call tracking (Siebel) and accuracy. Representatives will also be expected to think analytically, use strong research skills, and apply best practices/past experiences to problem resolution.
Preferred Skills & Abilities:
- Superior client satisfaction/service skills including excellent listening skills and professional phone/mail etiquette
- Accurate data entry skills
- Good organizational and time management skills
- Strong analytical and problem solving skills
- Track record of attention to detail and follow through on assignements
- Keep current and comply with regulatory requirements
- Apply sound judgement and enterprise-wide mindset in making decisions
- Foster collaborative relationships within and across business units and sectors
- Anticipate and understand client needs and concerns
- Customer Service and/or call center experience preferred
- Working knowledge of Microsoft Office Products; Word & Excel
| Region/Country: |
Americas, United States
| City: |
Jacksonville
| Address: | | Post Date: | 02/09/2012 |
