Client Servicing Specialist
Chicago, Illinois
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
Job Description:
This job is responsible for conducting day-to-day activities to support business and clients globally by developing a deep understanding of the organization and services offered to resolve complex client inquiries. Key responsibilities include onboarding, servicing and offboarding clients, opening, maintaining, and reconciling account information. Job expectations include ensuring all activities are performed with a high degree of accuracy and comply with all regulations and policies while driving solutions that best meet our clients' needs.
Additionally, as a Client Relationship Manager/Client Service Representative (CSR) you will be the main point of contact for Bank of America Merrill Lynch customers dealing in Futures & Options and OTC clearing. The primary functions of this role are to provide client support with trade/position management, relationship management, and field market/product inquiries across the derivatives space. This role will be supporting top tier institutional clients, which will require outstanding customer service to enhance the overall relationship.
Responsibilities:
Improves and simplifies the client experience, reducing manual touchpoints
Ensures transactions are completed in an accurate and timely manner, managing escalations as needed
Supports the preparation of frequent reports and other measures of data
Drives operational initiatives both internally across the organization and with clients to drive efficiencies, increase revenues and reduce risk
Identifies and flags potential risks in a timely manner
Subject matter expert for client queries regarding trades, positions, lifecycle events, commission, reporting, product offering
Navigate the organization (central point of contact for client) by doing research and/or internal outreach to get responses to client queries and escalations
Escalation point for clients as well as internal teams that are looking to drive resolution on critical initiatives
Coordinate outreach and understand clients' intentions around last trade date, esp. on physically settled contracts, and options expiries
Coordinate client requests for additional access to the Mercury portal
Establish frequent dialogue with the Marketing team keeping them abreast of client concerns or product asks and tracking this via internal databases
Establish regular meetings with priority clients to drive discussions around metric trends, outstanding issues (OILs), and strategic industry focus areas.
Meetings should encompass a holistic view of the operational side of the relationship (Product, Collateral, Brokerage, Clearing, etc.)
Meetings should have set agendas, accompanied by presentations where applicable, and should be followed up with call reports
Work with Client Service Relationship Managers to establish prioritization on priority client OILs, keep OILs updated in SharePoint, and ensure regular focus on moving solutions forward
Work with clients to move them toward self-service opportunities on the portal, red
Required Qualifications:
Candidate should have experience with GMI as well as other systems associated with cleared Futures and Derivatives
- Experience working in a global environment with outsourced partners would also be considered as a benefit
- Candidate should have in-depth knowledge of the margin process for futures and options
- Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
- Excels in working among diverse viewpoints to determine the best path forward
- Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
- Commitment to challenging the status quo and promoting positive change.
- Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
- Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
Skills:
Active Listening
Attention to Detail
Customer and Client Focus
Oral Communications
Client Management
Prioritization
Adaptability
Critical Thinking
Innovative Thinking
Relationship Building
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
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View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (-Policy-) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America's Drug-free Workplace and Alcohol Policy, CLICK HERE .
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
