Bank of America is looking to resolve research and adjustment inquiries within the bank's practices and procedures.
Requirements
- Working knowledge of Assist Customer Transaction
- Working knowledge of Credit Card Cash Advance / Merchant Services
- Basic understanding of the Teller Cash Exception (TCE) end to end process
- Basic understanding of upstream/downstream business partner processes (i.e. Returns/Exceptions, Research and Adjustments, Official items, Bankcard, Proof, R&A, OD Services, etc.)
- Strong MS Office suite skills (Word, Excel, PowerPoint, Outlook)
- Exposure to TCE systems such as Teller Exceptions Balancing System (TEBS), Financial Data Entry System (FDES), Image View, Content Navigator, eLedger, etc
- Image processing knowledge
Responsibilities
- Investigating daily incoming research and adjustment inquiries
- Resolving differences
- Answering service requests and inquiries received from various channels
- Determining accounting entries
- Making appropriate disposition
- Handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off
- Performs routine or complex account maintenance depending on client account type
Other
- 1+ year Prior Banking Center Teller experience
- Assists peers and leadership with resolving complex, time sensitive exceptions
- Handles escalations received from business partners by providing clean concise communication through email and phone
- Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
- Maintains high-volume portfolios
