Account Management Ops Analyst - Loan Management Account Operations

About the role

This role supports the creation, onboarding, and maintenance of accounts according to established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients, as well as assisting in training for less experienced team members. The position operates with a moderate level of independence, with guidance from a team lead or manager for complex issues and escalations.

The Loan Management Account Operations team ensures all documentation and regulatory requirements are met for client onboarding or maintenance requests from the Merrill front office. The team approves requests for automated activation, confirms system accuracy post-activation, and completes a high volume of work within a 48-hour period, following the New York Stock Exchange holiday schedule.

Responsibilities

• Reviews highly detailed documents or client account information for accuracy and completeness.
• Conducts risk assessments for each request type and applies risk mitigation steps following established guidelines and procedures.
• Researches and resolves data issues using documented procedures, troubleshooting guides, and support partners.
• Responds to internal business partner inquiries about errors or reporting via phone and email, escalating complex issues to leadership as needed to support operational efficiency and quality client service.
• Independently manages a caseload by prioritizing tasks according to due dates and other factors to ensure prompt completion of work.
• Understands the end-to-end process flow, including the purpose of each step, process controls, risks, and upstream/downstream impacts of their work.
• Performs onboarding and maintenance of accounts, including reviewing required account documentation.
• Responds to moderately complex client inquiries via multiple channels to support operational efficiency and quality client service.
• Reviews and approves required account documentation.
• Proactively identifies risks and opportunities for process improvement based on an understanding of how the work impacts other operational units.
• Performs moderate levels of research, follow-up, and resolution of complex routine research requests.
• Reviews highly detailed documents or client account information for accuracy and completeness.

Requirements

• Minimum of 1 year of experience evaluating highly detailed client-provided documents for accuracy, completeness, and compliance with specific requirements.
• Demonstrated history of handling heavy caseloads and executing tasks within 48-hour turnaround deadlines.
• Experience following standard operating procedures, identifying errors, and working with partners to resolve issues.
• Experience using multiple systems and applications to complete individual tasks accurately and efficiently.
• Experience interacting with partners via phone and email, with strong written and verbal communication skills.

Desired Qualifications

• Ability to work with and transform data using Microsoft Excel to create and track work items.
• Experience using Service Request Portal (SRP) and Branch Office Security System (BOSS).
• General knowledge or experience with various lending and investment products and/or accounting practices.
• Ability to apply knowledge to improve processes.

Skills

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Collaboration
• Problem Solving
• Prioritization
• Recording/Organizing Information
• Result Orientation
• Numerical Reasoning

Schedule

1st shift (United States of America), 40 hours per week.