Account Management Ops Representative – Merrill Onboarding and Maintenance

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! Job Description: This job is responsible for standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations. Line of Business Description: Upon receiving account requests from the Merrill branch, the Merrill Onboarding and Maintenance team reviews documentation, confirms requirements are met, and processes account updates or client communications. This work helps clients open or maintain their brokerage accounts smoothly and without delays. This team completes a high volume of work within a 48-hour period. Responsibilities: Performs onboarding and maintenance of accounts and reviewing required account documentation by reviewing requests for completeness and processing account openings or maintenance updatesReviews and approves required account documentation by confirming documentation, obtaining required approvals or exceptions, and completing account requestsResponds to client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates and communicating request decisions or outstanding requirementsPerforms basic research, follow-up and resolution of routine research requests by researching processing errors, resolving exceptions, and completing corrective actionsIdentifies potential issues in daily operational tasks and escalates risk concerns, as appropriate by understanding the up and downstream workflowProvides general operational support including handling inbound calls, mail sorting, and mail distribution by distributing client correspondence, keeping records, and storing required evidenceUnderstands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work affects other operational Required Qualifications: Minimum of 1 year of experience supporting brokerage accounts or clients in operations, client service, customer service, or related environmentExperience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround timesAbility to apply judgment within established guidelines to resolve routine exceptions while keeping risk awareness and escalating issues appropriatelyStrong written and verbal communication skills for effective phone and email interaction with internal partnersAbility to be flexible within the hours of 8:00 AM – 6:00 PM Monday through Friday Desired Qualifications: Experience reviewing legal and/or tax documentationExperience using (SRP) Service Request Portal Skills: Account ManagementCustomer and Client FocusOral CommunicationsResearchAttention to DetailCollaborationWritten CommunicationsPrioritizationRecording/Organizing InformationResult OrientationNumerical Reasoning Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy Shift: 1st shift (United States of America) Hours Per Week: 40