Research and Adjustment Rep III - National Service & Solutions

Bank of America - Scranton, PA

Full-time - Entry Level

Scranton, PA

Credit Intermediation and Related Activities

About the position

This position is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. The role involves investigating daily incoming research and adjustment inquiries, resolving discrepancies, and answering service requests and inquiries received from various channels. The individual will determine accounting entries and make appropriate dispositions. The job expectations include handling more complex and escalated cases that may involve significant monetary value or aged risk cases pending charge-off. The National Service and Solutions (NS&S) organization, where this role is situated, is dedicated to delivering high-quality client care for clients experiencing difficult life events and for complex situations involving high risks, multiple products, and unique client needs. NS&S is committed to continuous improvement of their processes and skill development for their employees. Within NS&S, the CD/IRA team specifically supports transactions for Certificate of Deposit (CD) and Individual Retirement Account (IRA) products, which are complex and highly regulated. Transactions handled by this team include ownership transfers, trustee transfers, tax reporting and corrections, monetary exceptions, and account maintenance.

Responsibilities

• Investigate daily incoming research and adjustment inquiries.
• Resolve discrepancies and answer service requests from various channels.
• Determine accounting entries and make appropriate dispositions.
• Handle complex and escalated cases with significant monetary value or aged risk cases pending charge-off.
• Assist peers and leadership with resolving complex, time-sensitive exceptions.
• Manage escalations received from business partners with clear communication through email and phone.
• Contribute to improving process efficiencies by reviewing and validating departmental procedures.
• Perform routine or complex account maintenance based on client account type.
• Maintain high-volume portfolios and document actions taken on behalf of the client.
• Deliver a positive client experience by ensuring accurate processing the first time.
• Independently manage a work queue according to deadlines and service level agreements.
• Determine the validity of each request and identify the necessary processes to fulfill them.
• Make reasonable decisions balancing customer requests with bank guidelines to maximize client satisfaction and minimize risks.
• Execute intricate processes using multiple systems and correct for out of balance and compliance scenarios as directed by regulations.
• Accurately document activity and respond to partners using proper business formats.

Requirements

• Proficiency with MS Outlook, Skype, Word, and Excel.
• 1 year or more of successful experience in a heavily process-driven environment.
• Ability to analyze different types of information and synthesize it for reasoned judgment (Critical Thinking).
• Numerical ability to perform basic arithmetic operations relevant to account reconciliation and balancing.
• Ability to draw accurate conclusions based on detailed comparative analysis of information and applicable laws, rules, and regulations.
• Attention to detail to achieve thoroughness and accuracy in tasks and present outcomes clearly.
• Strong interpersonal verbal communication skills to build rapport and trust with clients and partners.
• Interpersonal written communication skills for accurate documentation and business writing.
• Desire to learn and improve personal performance (Growth Mindset).
• Ability to leverage multiple software applications in a deadline-driven environment.
• Willingness to help teammates and collaborate on complex transactions.
• Basic understanding of how CDs and IRAs benefit clients as part of a financial strategy.

Nice-to-haves

• Deep understanding of CD and IRA products, including tax benefits and penalties.
• Experience running macros in MS Excel.
• High-level understanding of the use of general ledgers.
• Experience with bank systems such as OneService, Content Navigator, ImageView, BOLT, PIX, Savings Time (ST), DISC, LINX, eLedger, and various screens in 3270.

Benefits

• Competitive benefits to support physical, emotional, and financial well-being.
• Opportunities for learning and growth.
• Flexible working arrangements depending on the role.