Account Management Operations Representative - Merrill Onboarding and Maintenance

Bank of America; Jacksonville (FL); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Benefits eligible

Paid time off

Job summary

Bank of America is seeking an Onboarding & Maintenance Associate to support the creation, onboarding, and upkeep of brokerage accounts. You will provide quality service and efficient operations support for internal partners and external clients, with guidance from team leads for complex issues.

The Merrill Onboarding and Maintenance team reviews documentation, confirms requirements, and processes updates to help clients open or maintain brokerage accounts smoothly and quickly in a high-volume

Qualifications

• Minimum of 1 year supporting brokerage accounts or clients in operations, client service, customer service, or related environment.
• Experience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround times.
• Ability to apply judgment within established guidelines to resolve routine exceptions while keeping risk awareness and escalating issues appropriately.
• Strong written and verbal communication skills for effective phone and email interaction with internal partners.
• Ability to be flexible within the hours of 8:00 AM - 6:00 PM Monday through Friday.

Responsibilities

• Performs onboarding and maintenance of accounts and reviewing required account documentation by reviewing requests for completeness and processing account openings or maintenance updates.
• Reviews and approves required account documentation by confirming documentation, obtaining required approvals or exceptions, and completing account requests.
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates and communicating request decisions or outstanding requirements.
• Performs basic research, follow-up and resolution of routine research requests by researching processing errors, resolving exceptions, and completing corrective actions.
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate by understanding the up and downstream workflow.
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution by distributing client correspondence, keeping records, and storing required evidence.

Skills

Account Management

Customer Focus

Oral Communications

Written Communications

Attention to Detail

Prioritization

Research

Team Collaboration

Tools

Service Request Portal

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 updates
• Reviews and approves required account documentation by confirming documentation, obtaining required approvals or exceptions, and completing account requests
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates and communicating request decisions or outstanding requirements
• Performs basic research, follow-up and resolution of routine research requests by researching processing errors, resolving exceptions, and completing corrective actions
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate by understanding the up and downstream workflow
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution by distributing client correspondence, keeping records, and storing required evidence
• Understands 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 environment
• Experience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround times
• Ability to apply judgment within established guidelines to resolve routine exceptions while keeping risk awareness and escalating issues appropriately
• Strong written and verbal communication skills for effective phone and email interaction with internal partners
• Ability to be flexible within the hours of 8:00 AM - 6:00 PM Monday through Friday

Desired Qualifications:

• Experience reviewing legal and/or tax documentation
• Experience using (SRP) Service Request Portal

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Attention to Detail
• Collaboration
• Written Communications
• Prioritization
• Recording/Organizing Information
• Result Orientation
• Numerical 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

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay range

$25.00 - $26.62 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.