Consumer Investments - Operations Case Manager - Pennington, NJ

Fidelity Investments

PenningtonPosted 3 days agoDiscoveredMatch locked

Full time

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! As an

Operations Case Manager

, you will provide white glove service to colleagues and clients on inquiries that are related to sensitive and crucial account changes. As a Case Manager you must have a desire to deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. This is a rewarding position where you are empowered to take ownership, facilitate paperwork and processes. You will be directly responsible for assisting clients in four specific areas of specialty. These areas include Abandoned Property, Divorce, Power of Attorney and 529 Maintenance requests. Within these specialties you will assist with phone calls, email boxes, processing queues, and research and resolve escalations. Case Managers assist with document remediation by making critical account changes and/or updates, paperwork processing, document fulfillment as well as outbound call support for internal and external clients. You will be required to do proactive outreach to account owners and third parties to ensure their needs are met, in most cases you will act as a liaison between third parties and clients, to ensure that both parties are aware of what documents are needed in order to remediate and complete their specific request/needs. They must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. There are strong opportunities to assist management with complex issues, process improvements, and new initiatives to better the client experience while developing leadership abilities.

Required Qualifications

Strong client service skills
Ability to multi-task and independently prioritize his/her workload.
Demonstrate a cooperative and professional work attitude
Capable of multi-tasking and working efficiently under stress and high volume
Strong organizational, time management and teamwork skills
Strong analytical, negotiation and problem solving skills
Foster collaborative relationships within and across business units
Attention to detail and follow through on assignments
Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
Demonstrate excellent verbal, written and listening skills
Apply sound judgment and enterprise-wide mindset in making decisions
Understand and demonstrate cultural awareness, integrity and ability to work as part of team

Desired Qualifications

Customer Service and/or call center experience preferred
Knowledge of Merrill systems, products and applications
Strong communication skills, both written and verbal
Ability to be flexible and open to change within the line of business

Enterprise Job Description: This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

Responsibilities:

Processes transactions according to established procedures and prescribed processes required
Demonstrates operational discipline while handling complex and diverse operational functions
Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
Assists with phone calls, email boxes, and processing queues

Additional Skills Used:

Account Management
Adaptability
Customer and Client Focus
Data Collection and Entry
Process Effectiveness
Active Listening
Continuous Improvement
Customer Service Management
Data Quality Management
Result Orientation
Attention to Detail
Business Operations Management
Business Process Analysis
Critical Thinking
Process Management

Shift

1st shift (United States of America)

Hours Per Week

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140) Pay and benefits information Pay range $25.00 - $32.77 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.

Not included in the source posting: about the role, what you'll do, benefits.

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