Account Management Ops Representative – Merrill Onboarding and Maintenance

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 standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more 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 reviewing requests for completeness and processing account openings or maintenance updates
Reviews and approves required account documentation by confirming documentation, obtaining required approvals or exceptions, and completing account requests
Responds to client inquiries via numerous channels to support operational efficiency and quality client service by providing status updates and communicating request decisions or outstanding requirements
Performs basic research, follow-up and resolution of routine research requests by researching processing errors, resolving exceptions, and completing corrective actions
Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate by understanding the up and downstream workflow
Provides general operational support including handling inbound calls, mail sorting, and mail distribution by distributing client correspondence, keeping records, and storing required evidence
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 of 1 year of experience supporting brokerage accounts or clients in operations, client service, customer service, or related environment
Experience managing a high‑volume personal caseload, prioritizing work to consistently meet 48‑hour turnaround times
Ability to apply judgment within established guidelines to resolve routine exceptions while keeping 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:
Experience reviewing legal and/or tax documentation
Experience using (SRP) Service Request Portal
Skills:
Account Management
Customer and Client Focus
Oral Communications
Research
Attention to Detail
Collaboration
Written Communications
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 - $26.62 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.