14 hours

Merrill Edge Ongoing Support Team Manager

Bank of America
Rolling Meadows, IL
  • Job Code
Company Bank of America

Job Title Merrill Edge Ongoing Support Team Manager

Jobid bankofamerica-17080014RollingMeadowsIL

Location: Rolling Meadows, IL, 60008, USA

Description **Job Description:**

The Ongoing Support Team services the needs of the all Edge clients service related requests and resolution of NIGO service items. The team consisting of both generalist and speiciatist functions that support backoffice work and client facing service functions. In addion the team supports the account opening of self-directed applications that need NIGO resolution to get opened. This position requires an ability to multi-task, to assist associates with complex items and those that require extensive research while independently prioritizing his/her workload. Must demonstrate a cooperative and professional work attitude while adhering to department call center metric requirements, such as schedule adherence, duration, call tracking (Siebel) and accuracy. Associates will also be expected to think analytically while providing project management and metrics reporting support. In addition, the individual must take an active role in identifying and implementing process improvements to further streamline our processes.

•Coaches, trains and develops all associates

•Leads quality initiatives/initiates process improvements

•Resolves escalated issues

•Collaborates with other leadership peers to improve processes that impact both the client and partner experience

•Ensures complete and efficient partner/client interactions

•Monitors call metrics and trends in order to maximize efficiencies, manage risk/minimize exposure, and makes recommendations for improvements

•Adjusts rapidly to changing demands and priorities

•Builds relationships with the Edge Leadership Team

•Reports team and Ongoing Support related metrics

•Partners with the SPMs across Edge Home Office locations  

Required Skills:

Displays sound judgment and crafts good business decisions for FSAs, clients, and shareholders

•Proven ability to coach and motivate others

•Superior client service proficiency including excellent verbal, written and listening skills

•2 to 3 years of brokerage leadership experience

•Foster collaborative relationships within and across business units and sector

•Demonstrated ability to make timely and accurate decisions

•Excellent organization skills; ability to prioritize and handle multiple tasks

•Operational experience with Edge processes, platforms & procedures

•Must remain current with and comply with regulatory requirements

•Understand and demonstrate cultural awareness

•Passion for excellence and willingness to exceed expectations

Desired Skills:

Series 7/66, 9/10 Perferred

3-5 years prior leadership/industry experience

**Posting Date** : 12/08/2017

**Location** :

Rolling Meadows, IL, 1600 Golf Rd (IL3511),

- United States

**Travel** : Yes, 5% of the time

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

**Hours Per Week** : 40

**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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Merrill Edge Ongoing Support Team Manager

Bank of America
Rolling Meadows, IL

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Bank of America
Rolling Meadows, IL

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