GWIM Senior Operations Representative

Bank of America; Birmingham (AL); On-site; USD 38,000 - 48,000; Full time

Job summary

Bank of America’s Merrill Wealth Management team seeks an operational professional to handle standard transaction processing, reconciliation, and research requests, ensuring high-quality client service and efficiency. The role supports internal partners and external clients, with independence to escalate complex issues to leadership.

Candidates should have at least 1 year of experience, strong communication and analytical skills, and the ability to work with Merrill systems.

Qualifications

• Minimum of 1+ years professional or relevant internship experience.
• Strong communication skills, both verbal and written.
• Strong analytical skills, able to maintain a high quality of customer service and attention to detail.
• Work independently, prioritize time and exceptional organizational skills.
• Manage multiple and conflicting objectives, projects or activities at once with minimal direction.
• Form and maintain strong working relationships with internal business partners while working together to better serve clients.
• Proactively identify opportunities for process improvement.
• Knowledge of Merrill systems including CEW, KDC, CMC cases, CDOL, branch scanning, etc.
• Knowledge of asset transition process is preferred.

Responsibilities

• Performs standard transaction processing and reconciliation according to the established guidelines and procedures.
• Responds to client inquiries through numerous channels to support operational efficiency and quality client service.
• Performs basic research, follow-ups, and resolution of routine research requests.
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate.
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution.

Skills

Business Operations

Customer Service

Prioritization

Reporting

Trade Operations

Data Entry

Data Analysis

Organizational Effectiveness

Process Management

Quality Assurance

Customer Focus

Oral Communications

Research Analysis

Written Communications

Education

High School Diploma

Tools

CEW

KDC

CMC cases

CDOL

Branch scanning

Job description

Job Description

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. It is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill 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 Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through 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.

Job Description: This job is responsible for standard transaction processing, reconciliation, and resolution of research requests supporting the wealth management business. Key responsibilities include providing quality service and effective and efficient operations support for internal business partners and/or external clients. Job expectations include operating with some independence and referring more complex issues and escalations to the team lead or manager.

Responsibilities

Performs standard transaction processing and reconciliation according to the established guidelines and procedures. Responds to client inquiries through numerous channels to support operational efficiency and quality client service. Performs basic research, follow-ups, and resolution of routine research requests. Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate. Provides general operational support including handling inbound calls, mail sorting, and mail distribution.

Required Qualifications

• Minimum of 1+ years professional or relevant internship experience required
• Strong communication skills, both verbal and written
• Strong analytical skills, able to maintain a high quality of customer service and attention to detail
• Work independently, prioritize time and exceptional organizational skills
• Manage multiple and conflicting objectives, projects or activities at once with minimal direction

Desired Qualifications

• Form and maintain strong working relationships with internal business partners while working together to better serve clients
• Proactively identify opportunities for process improvement
• Knowledge of Merrill systems including CEW, KDC, CMC cases, CDOL, branch scanning, etc.
• Knowledge of asset transition process is preferred

Skills

• Business Operations Management
• Customer Service Management
• Prioritization
• Reporting
• Trade Operations Management
• Data Collection and Entry
• Data and Trend Analysis
• Organizational Effectiveness
• Process Management
• Quality Assurance
• Customer and Client Focus
• Oral Communications
• Research Analysis
• Written Communications

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

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 and Hours

Shift: 1st shift (United States of America) Hours Per Week: 37.5

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-faceted 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.

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