Bank of America Client Service Analyst I in Boston, Massachusetts

Job Description:

Primary Duties and Responsibilities:

  • Responsible for the day-to-day workflow of fraud, complex servicing issues and escalated client complaints pertaining to U.S. Trust (UST), Merrill Lynch Trust Company (MLTC) products and services. Provide value added advice and recommend solutions to clients and employees.

  • Ensure all fraud and customer complaints are resolved to customer's valid requirements, within corporate policies, and in compliance with all federal and state regulations.

  • Responsible to stay abreast of new product developments, process enhancements and regulatory changes impacting UST and MLTC's products and services.

  • Responsible for providing efficient, courteous service to internal employees and external clients who bring inquiries and requests to our group for handling.

  • Act as liaison between UST, MLTC and other business partners and lines of business to ensure that high quality and comprehensive client service is provided to UST and MLTC clients in accordance with defined parameters. Client service includes client calls, transaction processing, inquiry response/research, account maintenance and analysis, client complaint research and analysis, and drafting client response letters.

  • Assist in the training of new and existing staff.

  • Proactively assist other colleagues when workloads dictate.

  • Update and maintain internal tool (COMMIT) for case tracking and reporting.

  • Support team by assisting Team Manager and/or Group Manager in the completion of special projects as required.

  • Perform additional duties as assigned by Team Manager.

  • Required Skills:

  • Knowledge of banking, credit, trust and/or investment products and services

  • Proficient in Microsoft Office and ability to quickly learn and utilize mainframe systems.

  • Ability to communicate effectively to clients and all levels of employees including executive management both verbally and in writing.

  • Demonstrate commitment, positive attitude and possess strong client advocacy background.

  • Be a team player with exceptional customer service skills.

  • Be detailed oriented with strong organizational, time management and prioritization skills.

  • Ability to work under pressure and handle multiple tasks at once.

  • Enjoy working in a fast-paced environment.

Posting Date : 10/11/2017

Location :

Boston, MA, 100 FEDERAL ST (MA5100),

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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