Operations Analyst - USD Wire Customer Service

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!

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Inbound Call Customer Service role receiving multiple calls throughout the day
• Responsibilities include day-to-day analysis, research and resolution of varied problems including receiving 50+ calls per day
• Provides guidance to associates within own unit regarding procedural, technical and/or operational changes
• Full working knowledge of operations environment acquired through experience in an operations environment and on the job training
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year call center experience receiving calls throughout the business day, up to 50+ calls per day
• Highly organized with strong attention to detail
• Typing and Data entry experience
• Client facing experience
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Excellent oral and written communication skills
• Exceptional Customer Service experience
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks
• Schedule is Monday-Friday 10:30 am to 7pm

Desired Qualifications:

• Expert level Excel experience
• Working knowledge of payment investigations systems
• 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