Lead Operations Representative

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 handling day-to-day Operations processes and working towards deadlines. Key responsibilities include completing all workflows, providing guidance to other team members, assisting internal business partners, and providing functional expertise. Job expectations include performing routine and various item processing functions under moderate supervision within a process that has built-in checks and balances.

Responsibilities:

• Contributes to overall success of an Operations team as an individual contributor
• Handles operational activities and queries for either single or multiple Lines of Business across the enterprise
• Adheres to deadlines set internally within the business unit or those in agreed Service Level Agreements with internal or external business partners
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Maintains internal operational and financial controls and works within the risk appetite of the business unit
• Continues to review processes to ensure they are efficient and implements process improvement opportunities

Schedule: Monday-Friday 7:00am-3:30pm

Required Qualifications

• Ability to bend and move about the production floor to push carts, move documents or boxes, and lift 25-30 pounds
• Strong attention to detail and accuracy when researching, maintaining, and closing safe deposit box accounts in internal systems
• Ability to handle sensitive customer property and confidential information with sound judgment
• Working knowledge of operational and financial controls, with the discipline to carry out and document them within the business unit's risk appetite
• Proven ability to prioritize and complete daily work to meet strict deadlines in a fast-paced, high-pressure environment
• Clear written communication for preparing customer letters, correspondence, and detailed internal and external reports
• Oral communication and active listening skills for working with Financial Centers, drill partners, and internal business partners
• Critical thinking and problem solving for escalations, claim research, and resolving discrepancies
• Ability to guide and support less experienced team members as a subject matter expert
• Ability to adapt and learn other functions within Unclaimed Property, Safe Box
• Proficiency with Microsoft Office, accurate data collection and entry, and comfort learning proprietary operating platforms

Desired Qualifications

• Experience with safe deposit box, unclaimed property, escheatment, or due diligence processes
• Familiarity with Tracker PRO, APECS, SA99, SBDOMS, or OneService
• Knowledge of reclamation, DOLC, content inventory, or escheatment of box contents
• Experience finding and putting in place process improvements, or supporting system testing and defect identification
• Experience supporting audits, regulatory exams, or process owner and control activities
• Experience as a team lead or trainer in a vault, cash services, claims, or transaction processing environment
• Conflict management and decision-making skills, plus inclusive leadership when acting as a meeting organizer or escalation point
• Ability to do account management and reporting across multiple lines of business

Skills:

• Active Listening
• Adaptability
• Attention to Detail
• Collaboration
• Data Collection and Entry
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Planning
• Reporting
• Account Management
• Conflict Management
• Decision Making
• Inclusive Leadership
• Process Management

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

Shift:

Hours Per Week: