Account Management Ops Analyst – Merrill Onboarding and Maintenance

Bank of America; Jacksonville (FL); On-site; USD 48,000 - 64,000; Full time

Job summary

Bank of America is seeking an Onboarding Specialist to support Merrill brokerage accounts in the United States. You will review documentation, open and maintain client accounts, and provide timely service to internal partners.

The role requires handling a high-volume workload with accuracy, risk awareness, and strict 48-hour turnaround expectations. Some onsite work may be required, and strong communication is essential.

Qualifications

• Minimum 1 year of experience supporting Merrill Wealth Management brokerage accounts in service or operations.
• Experience managing a high-volume personal caseload with 48-hour turnaround expectations.
• Strong written and verbal communication for internal and external partners.

Responsibilities

• Performs onboarding and maintenance of accounts and reviews required documentation for good order.
• Reviews and approves account documentation, seeking legal review or exceptions when needed.
• Conducts moderate research and resolves routine complex questions.
• Identifies risks and process improvement opportunities through control reports and evidence storage.
• Responds to client inquiries across channels to support efficiency and quality service.

Skills

Account Management

Customer Focus

Oral Communications

Research

Analytical Thinking

Attention to Detail

Collaboration

Problem Solving

Prioritization

Recording/Organizing Information

Result Orientation

Numerical Reasoning

Job description

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 moderately complex activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training for less experienced team members. Job expectations include operating with a moderate level of independence, and referring to their team lead or manager for direction and support with moderately 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 validating items for good order, and completing required updates
• Reviews and approves required account documentation by approving or completing cases and obtaining legal review or approved exceptions when needed
• Performs moderate levels of research, follow-up and resolution of more complex routine research requests
• Proactively finds risk and opportunities for process improvement based on an understanding of how the work affects other operational units by executing control reports and storing required evidence
• Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates, returning items for missing information, and confirming when requests are completed
• 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 1 year of experience supporting Merrill Wealth Management brokerage accounts in service or operations
• Experience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround timeframes
• Demonstrated ability to apply judgment within established guidelines to resolve routine exceptions while maintaining 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

• Minimum 1 year of experience reviewing legal and/or tax documentation
• Experience using (SRP) Service Request Portal

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

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