Account Management Ops Analyst – Merrill Onboarding and Maintenance

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! This job is responsible for moderately complex activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training for less experienced team members. Job expectations include operating with a moderate level of independence, and referring to their team lead or manager for direction and support with moderately complex issues and escalations. Line of Business 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 validating items for good order, and completing required updates • Reviews and approves required account documentation by approving or completing cases and obtaining legal review or approved exceptions when needed • Performs moderate levels of research, follow-up and resolution of more complex routine research requests • Proactively finds risk and opportunities for process improvement based on an understanding of how the work affects other operational units by executing control reports and storing required evidence • Responds to moderately complex client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates, returning items for missing information, and confirming when requests are completed • 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 Required Qualifications: • Minimum 1 year of experience supporting Merrill Wealth Management brokerage accounts in service or operations • Experience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround timeframes • Demonstrated ability to apply judgment within established guidelines to resolve routine exceptions while maintaining 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 • Minimum 1 year of experience reviewing legal and/or tax documentation • Experience using (SRP) Service Request Portal Skills: Account Management Customer and Client Focus Oral Communications Research Analytical Thinking Attention to Detail Collaboration Problem Solving Prioritization Recording/Organizing Information Result Orientation Numerical Reasoning 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: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140) Pay and benefits information Pay range $25.00 - $34.33 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.