12 hours
2018-01-212018-02-20

GWIM Entry Operations Representative

Bank of America
Pennington, NJ
  • Job Code
    bankofamerica-17070939PenningtonNJ
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Company Bank of America

Job Title GWIM Entry Operations Representative

Jobid bankofamerica-17070939PenningtonNJ

Location: Pennington, NJ, 08534, USA

Description **Job Description:**



The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients, and MLSN. They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The WCLS associate may also debit or credit client's accounts as appropriate, process chargeback’s or update clients regarding pending claims. They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.



The WCLS Associates are required to have a broad knowledge of the financial industry and an understanding of GWIM’s service model and technology. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill requests. Meeting or exceeding established service level agreements and department set performance metrics. May handle escalated issues by successfully navigating the organization to resolve client requests. Is accountable for the successful resolution of all client requests. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WCLS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding Merrill Lynch’s brokerage and Bank of America Claims process.



**Key Responsibilities include:**



+ Handle incoming client and branch office calls utilizing professional telephone and problem solving skills

+ Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates

+ Minimize fraud and financial loss by blocking and reissuing client material (i.e. cards, checks)

+ Consistently achieve minimal or beyond expectations for performance metrics and quality standards



The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to client satisfaction and service ownership via observable call management behaviors. GWIM Claim Service Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: duration, adherence, service levels, client satisfaction) that are utilized to evaluate their performance.



**Weekends Required - Bachelor’s Degree preferred**



**Additional Job Competencies:**



Candidate must obtain a minimum of a “Meets Expectations” on previous review rating and must not be on any form of disciplinary action. In addition, the incumbent is expected to demonstrate the following competencies. They include, but are not limited to:



+ _Professional Demeanor:_ Demonstrating patience, composure, and client service attitude.

+ _Service Adeptness:_ Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests.

+ _Problem Solving and Decision Making Skills:_ Use good research and problem solving skills; know where to go to resolve problems.

+ _Initiative:_ Demonstrate a “self-starter” behavior and a willingness to help others.

+ _Communication Skills:_ Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties

+ _Flexibility and Adeptness:_ Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.



All candidates must consistently demonstrate a comprehensive understanding and working knowledge of:



+ Bank of America Core Values

+ Customer service skills and the ability to resolve problems and prevent client dissatisfaction

+ Organizational skills and the importance of being detailed oriented



**Posting Date** : 12/05/2017



**Location** :

Pennington, NJ, HOPEWELL BLDG. 5, 1500 AMERICAN BLVD,

- United States



**Travel** : No



**Full / Part-time** : Full time



**Hours Per Week** : 37.5



**Shift** : 1st shift



**Assistance for Applicants with Disabilities**



Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .



**Diversity & Inclusion**



At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



**Frequently Asked Questions**



Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.



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GWIM Entry Operations Representative

Bank of America
Pennington, NJ

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Bank of America
Pennington, NJ

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