Sr. Ops Analyst - Escrow Management Service - Escrow Operations

NBMBAA; Scranton (Lackawanna County); On-site; USD 65,000 - 86,000; Full time

Job summary

Bank of America is seeking a Senior Operations Analyst to analyze day-to-day issues within the Escrow Management Service (EMS) and provide timely resolutions. The role involves using the EMR Mainframe and multiple bank systems to support client inquiries and processing, with a focus on accuracy and compliance.

The Senior Operations Analyst will serve as the first point of contact for clients and internal partners, perform data entry for sub-account setups and disbursements, and assist with

Qualifications

• 2 to 4 years of experience in banking or treasury management services.
• Proficient with Mainframe, ImageView, Wire Inquiry, GFS, OBA and AVAYA systems.
• Some working knowledge of tax forms (1099s / 1042s).
• Intermediate proficiency in written and verbal communications.
• Analytical, problem-solving and decision-making skills.
• Self-motivated; able to work unsupervised.

Responsibilities

• Analyze day-to-day issues and provide resolution for a banking unit.
• Support EMS client sub-account reporting processing and validation using EMR Mainframe and related systems.
• Serve as the first point of contact for client and internal inquiries via email or phone; review and resolve inquiries.
• Perform data entry for EMS sub-account set ups, maintenance, and disbursements; conduct research as needed.
• Support risk and compliance tasks including IRS forms W-9/W-8 and OFAC compliance; assist internal audits.

Skills

Mainframe experience

ImageView

Wire Inquiry

GFS

OBA

AVAYA

Written & verbal comms

Tools

Excel

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 analyzing the day‑to‑day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non‑routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

LOB Job Description & Responsibilities:

The Senior Operations Analyst will be responsible for processing and validating work supporting the Escrow Management Service (EMS) client sub‑account reporting product. The candidate will assist both Escrow Ops Support and Escrow Processing activities using the bank's EMR Mainframe Application and multiple other bank systems. Within Escrow Ops Support, the candidate will serve as the first point of contact for inquiries from clients and internal business partners via email or phone channels and will be responsible for reviewing, analyzing, and determining the appropriate handling and resolution of incoming inquiries. Candidate will conduct simple to complex research and provide timely, accurate responses to inquiries utilizing various bank systems and applications to support client requests. Escrow Processing activities will require the candidate to be responsible for data entry into the bank's EMR Mainframe Application for accurately processing and verifying sub‑account set ups, maintenance, sub‑account disbursements and research activities for the EMS service. Risk and compliance responsibilities include 1099-INT and 1042-S reporting related to IRS Forms W-9 and W-8 and application of OFAC requirements related to the identification and maintenance of non‑customer records. The candidate must maintain a high level of accuracy, attention to detail, and adherence to established operational controls. Other responsibilities include assisting with procedural reviews and internal audits. The candidate must actively support a team environment and quickly shift priorities while focusing on customer needs and simultaneously managing multiple demands to meet productivity and service‑level expectations. The candidate should be able to work quickly without sacrificing quality and demonstrate the ability to build effective relationships with business partners and clients. The candidate must demonstrate strong analytical, problem‑solving, and decision‑making skills. Incumbents should possess a strong working knowledge of operational processes gained through experience in a banking, financial services, or an operations environment and supplemented by on‑the‑job training.

Required Qualifications:

• Candidates will have 2 to 4 years of experience in banking and/or treasury management services.
• Mainframe, ImageView, Wire Inquiry, GFS, OBA and AVAYA experience
• Some working knowledge of tax forms, 1099s / 1042s
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications.
• Ability to analyze and resolve customer inquiries.
• Previous positions must have included solid customer contact
• PC proficiency - experience with all Microsoft Office applications, particularly in Microsoft Excel and the ability to analyze and report operational data is preferred.
• Experienced in writing and modifying procedures.
• Manages multiple priorities with attention to detail
• Strong business partnering and relationship management skills
• Self‑motivated; able to work unsupervised
• Strong time management and task prioritization skills with the ability to manage their own time and tasks
• Able to ask critical questions to identify opportunities
• Manages risk effectively

Other Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Shift:

1st shift (United States of America)

Hours Per Week:

40