Account Management Ops Representative – Merrill Onboarding and Maintenance

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

Benefits offered by this job

Benefits eligible

Job summary

Bank of America in Pennington, NJ is seeking an Onboarding and Maintenance specialist to support Merrill accounts. You will review documentation, process openings and updates, and respond to client inquiries to ensure timely, accurate service.

The role emphasizes high-volume work with strict 48-hour turnaround targets, strong communication, and adherence to process controls. 40-hour weeks, in-office with benefits eligibility, and competitive pay.

Qualifications

• Minimum 1 year of experience supporting brokerage accounts or clients in operations, client service, or related environment.
• Experience managing a high-volume personal caseload, prioritizing work to meet 48-hour turnaround times.
• Ability to apply judgment within guidelines to resolve routine exceptions while escalating as needed.
• Strong written and verbal communication skills for effective internal partner interaction.
• Flexibility within hours 8:00 AM – 6:00 PM Monday to Friday.

Responsibilities

• Performs onboarding and maintenance of accounts and reviews documentation for completeness.
• Reviews and approves account documentation, obtaining necessary approvals or exceptions.
• Responds to client inquiries via multiple channels to provide status updates and decisions.
• Performs basic research to resolve processing errors and complete corrective actions.
• Identifies potential issues in daily tasks and escalates risk as appropriate.
• Provides general operational support including inbound calls, mail sorting and distribution.
• Understands end-to-end process flow and its risks and downstream impacts.

Skills

Account Management

Customer Focus

Oral Communications

Research

Attention to Detail

Collaboration

Written Communications

Prioritization

Recording/Organizing Information

Result Orientation

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.

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 Job 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
• Reviews and approves required account documentation

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

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 and benefits information 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.

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faced approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America's efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency