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DM Stone JobsInBrokerage.com - Century City, CA US
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For your reference, we have included the original job posting below.
Senior Operations Analyst - Brea
Job Number:
26819363
Company Name:
Bank of America Corp.
Job Location:
Brea, CA US
Job Category:
Accounting & Finance
Senior Operations Analyst - Brea
Title: Senior Operations Analyst - Brea Location: CA-Brea Provide analysis, research and resolution of various customer issues/problems. Complaints may be escalated to the CEO and various executive, regulatory and customer advocacy agencies, such as the OCC (Office of the Comptroller of the Currency) and the BBB (Better Business Bureau). Provide resolution in a timely manner and in accordance to the guidelines of the Executive Customer Relations roles and responsibilities... Answer inbound telephone calls from customers who have escalated their concerns to the Office of the Chairman. Provide research and resolution to both phone and written complaints. Research and follow-up includes: telephone contact and writing letters/emails of explanation and apology. Supports and build relationships with Line of Business Partners. Share Voice of Customer feedback to identify coaching, training and development opportunities. Identify and recommend procedural enhancement opportunities. Required Skills : -Minimum of 5 years of banking experience -Bachelor degree or equivalent preferred. -Able to effectively accept and provide 360 degree coaching. -Must have strong problem solving and critical thinking skills to resolve complex customer complaints. -Must have experience with customer complaints -Flexibility and dependability a must. -Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook). -Must have strong verbal and written communication skills. -Must have effective listening skills and the ability to diffuse sensitive situations -Must be able to handle telephone calls from internal and external customers in an extremely professional manner. - The ability to balance the cases assigned to meet the productivity standards with out compromising the quality.
Desired Skills: -Adapts quickly to new or changing demands -Must be dependable and reliable. -Organized and action oriented. -The ability to think outside the box -Team player - fosters collaboration among team members and business partners. -Resilient, recovers quickly from setbacks, criticism or disappointments. Responds constructively to criticism or negative feedback. -Exercises sound judgment, does the "Right Thing". -Able to make difficult decisions. The candidate must display confidence when interacting with others. -Ensures tasks and goals are completed to high standards -Listen actively and with empathy to understand customer concerns -Demonstrate a calm approach to stressful situations.-Proactively seeks resolution to issues, conveys a sense of urgency for the customer -Must be Intranet and Internet savvy. -Extensive knowledge of banking is a must. -Proficient in COIN, Hogan, Model, Merlin and other support systems -Possess in-depth knowledge of Bank of America products and services including On-Line Banking. The ability to utilize resources; conduct research and employ critical thinking skills in order to obtain a successful resolution. Know, Care and Act on Behalf of the Customer
