Research & Adjustments Rep III

Bank of America

Tampa (FL)

On-site

USD 40,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

Job summary

Bank of America is seeking a Research & Adjustment Representative IIIs to resolve complex research and adjustment inquiries within NS&S. You will review documents, determine accounting entries, and guide Financial Center partners to deliver seamless client care.

Focus on accuracy, compliance, and timely resolutions. The role requires handling escalations, maintaining high-volume portfolios, and documenting actions in systems of record.

Qualifications

1+ years of experience handling client inquiries in a service setting such as banking.
Basic understanding of banking products and operations.
Ability to follow detailed, state-specific procedures.
Strong written communication to document activity clearly.
Customer-focused mindset to meet and exceed expectations.
Excellent verbal communication and rapport-building skills.
Analytical, critical thinking and ability to break down problems.
Ability to stay current with software and process updates.

Responsibilities

Resolve research and adjustment inquiries within bank procedures.
Investigate daily inquiries, determine entries and dispositions.
Handle complex or escalated cases with large monetary value.
Review documents to ensure compliance with guidelines.
Provide guidance to partners to deliver seamless client care.
Maintain case management records and financial controls.
Work cases from the OneService tool.
Communicate clearly via email and phone during escalations.

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

Tools

OneService

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 resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.

Within NS&S, a team of Research & Adjustment Representative IIIs reviews complex account opening legal and bank documents to ensure that they meet bank guidelines prior to account opening or modification. Documents may include Powers of Attorney, trust documents, campaign documents, etc. These employees will carefully review the documents and provide guidance to Financial Center partners to deliver seamless client care for complex and escalated client situations. They will ensure that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls. Cases are worked from the OneService case management tool.

Responsibilities:

Assists peers and leadership with resolving complex, time sensitive exceptions
Handles escalations received from business partners by providing clean concise communication through email and phone
Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
Performs routine or complex account maintenance depending on client account type
Maintains high-volume portfolios
Documents actions taken on behalf of the client

During every document review, a Research & Adjustment Representative:

Delivers a positive client experience based on enterprise Client Care pillars - Take Ownership, Act with Empathy, Make it Easy, Get it Right
Gains a full understanding of the client's situation and options for meeting the client's needs by carefully reviewing existing accounts, information submitted by the FC partner and supporting documents using multiple systems
Provides a recommended course of action that is compliant with all guidelines and is in the client's best interest
Maintains adherence to service level agreements and all laws, rules and regulations

Requirement Qualifications:

1+ years of experience working with clients and handling difficult client situation in a service setting such as banking, food service, retail, sales etc.
Basic understanding of banking product and operations
Ability to closely follow complicated procedures that contain guidance regarding document acceptability, including those procedures that are state-specific.
Strong, accurate written communication skills to clearly document activity in proper business writing in systems of record and in correspondence with others
A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
Ability to remain current with iterative software and process updates

Desired Qualifications:

Ability to read and comprehend legal documents to ensure guidelines are met
Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
Ability to leverage multiple software applications to execute an intricate process

Skills: