Research and Resolution Specialist

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 overseeing the review and resolution of operational complaints, ensuring grievances are assessed, documented, and in alignment with business standards. Key responsibilities include conducting research partnering with Compliance and Merrill Management to evaluate resolution strategies and preparing written correspondence to communicate case outcomes to complainants. Job expectations include drafting client communications, account termination notifications, third-party seizure notices, and other ad-hoc correspondence.

Responsibilities:

• Review and resolve operational complaints, ensuring issues are documented and aligned with business standards
• Partner with compliance to research and evaluate resolution strategies
• Draft and deliver client communications, including case outcomes, account termination notices, and ad-hoc correspondence
• Maintain accuracy, professionalism, and compliance with firm and all regulatory requirements

Required Qualifications:

• Apply sound judgment and enterprise-wide mindset in making decisions
• Ability to multitask and independently prioritize workload
• Demonstrate a cooperative and professional work attitude
• Capable of multitasking and working efficiently under stress and high volume
• Strong organizational, time management and teamwork skills
• Strong analytical, negotiation and problem-solving skills
• 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
• Ability to write concise, clear and professional client-facing correspondence on behalf of Merrill
• Foster collaborative relationships within and across business units
• Apply sound judgment in making decisions
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team

Desired Qualifications:

• Customer service and/or call center experience
• Knowledge of Merrill systems, products and applications

Skills:

• Business Operations Management
• Business Process Analysis
• Continuous Improvement
• Critical Thinking
• Process Management
• Attention to Detail
• Conflict Management
• Data Collection and Entry
• Process Effectiveness
• Written Communications
• Active Listening
• Collaboration
• Customer Service Management
• Customer and Client Focus
• Policies, Procedures, and Guidelines Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: