Complex Research & Adjustment Specialist III

Bank of America; Phoenix (AZ); On-site; USD 65,000 - 75,000; Full time

Job summary

Bank of America in Phoenix, AZ is seeking a Research & Adjustment Representative III to resolve complex inquiries and ensure accurate processing across multiple systems.

You will review documents, guide partners, and maintain compliance while delivering a positive client experience.

This role requires detail orientation, analytical thinking, and the ability to balance customer needs with bank guidelines.

Qualifications

• 1+ year of experience working with clients in a service setting such as banking or retail.
• Basic understanding of banking products and operations.
• Ability to follow complex procedures with state-specific guidance.
• Strong written communications to document activity in business systems.
• Customer focus and ability to advocate for clients.
• Excellent interpersonal and verbal communication to build trust.
• Ability to break down complex problems into sequential steps.
• Ability to stay current with software and process updates.
• Read and comprehend legal documents to ensure guidelines.
• Desire to learn and grow professionally.
• Ability to leverage multiple software applications to execute processes.

Responsibilities

• Resolve complex, time-sensitive exceptions and assist peers.
• Handle escalations with clear email/phone communication.
• Support review and validation of departmental procedures.
• Perform routine or complex account maintenance depending on client type.
• Maintain high-volume client portfolios and document actions taken.
• Deliver a positive client experience aligned with client care pillars.
• Manage a work queue according to SLAs and deadlines.
• Determine validity of requests and required processes.
• Choose solutions balancing customer needs with bank guidelines.

Skills

Attention to Detail

Critical Thinking

Customer and Client Focus

Pipeline Management

Research

Active Listening

Decision Making

Problem Solving

Written Communications

Adaptability

Collaboration

Risk Management

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in Phoenix, AZ is seeking a Research & Adjustment Representative III to resolve complex inquiries and ensure accurate processing across multiple systems.

You will review documents, guide partners, and maintain compliance while delivering a positive client experience.

This role requires detail orientation, analytical thinking, and the ability to balance customer needs with bank guidelines.