Account Management Ops Representative – Merrill Onboarding and Maintenance

Bank of America; Tampa (FL); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Benefits eligible

Job summary

Bank of America is seeking a 1st shift Operations Associate to support onboarding and maintenance of brokerage accounts. You will review documentation, process openings or updates, and respond to client inquiries across multiple channels to ensure timely service.

The role emphasizes accuracy, adherence to guidelines, and collaboration with partners to resolve routine issues within a 48-hour window. Benefits are provided as part of the role.

Qualifications

• 1+ year experience supporting brokerage accounts or client operations
• Ability to handle high-volume workload with 48-hour turnaround
• Strong written and verbal communication for partner interactions

Responsibilities

• Onboard and maintain accounts by reviewing documentation and processing updates
• Review and approve required account documentation and exceptions
• Respond to client inquiries across channels with status updates and decisions
• Investigate routine research requests to resolve processing errors
• Identify risks and escalate issues with awareness of upstream/downstream impact
• Provide general operational support including calls, mail sorting and distribution
• Understand end-to-end process flow and controls across steps
• Review and approve account documentation

Skills

Account Management

Customer service

Written/Verbal Communication

Attention to detail

Research

Tools

SRP Portal

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 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 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.

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency

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