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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! As an Operations Case Manager, you will provide white glove service to colleagues and clients on inquiries that are related to sensitive and crucial account changes. As a Case Manager you must have a desire to deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. This is a rewarding position where you are empowered to take ownership, facilitate paperwork and processes. You will be directly responsible for assisting clients in four specific areas of specialty. These areas include Abandoned Property, Divorce, Power of Attorney and 529 Maintenance requests. Within these specialties you will assist with phone calls, email boxes, processing queues, and research and resolve escalations. Case Managers assist with document remediation by making critical account changes and/or updates, paperwork processing, document fulfillment as well as outbound call support for internal and external clients. You will be required to do proactive outreach to account owners and third parties to ensure their needs are met, in most cases you will act as a liaison between third parties and clients, to ensure that both parties are aware of what documents are needed in order to remediate and complete their specific request/needs. They must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. There are strong opportunities to assist management with complex issues, process improvements, and new initiatives to better the client experience while developing leadership abilities. Required Qualifications: Strong client service skills Ability to multi-task and independently prioritize his/her workload. Demonstrate a cooperative and professional work attitude Capable of multi-tasking and working efficiently under stress and high volume Strong organizational, time management and teamwork skills Strong analytical, negotiation and problem solving skills Foster collaborative relationships within and across business units 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 Apply sound judgment and enterprise-wide mindset in making decisions Understand and demonstrate cultural awareness, integrity and ability to work as part of team Desired Qualifications: Customer Service and/or call center experience preferred Knowledge of Merrill systems, products and applications Strong communication skills, both written and verbal Ability to be flexible and open to change within the line of business Enterprise Job Description: This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes. Responsibilities: Processes transactions according to established procedures and prescribed processes required Demonstrates operational discipline while handling complex and diverse operational functions Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry Assists with phone calls, email boxes, and processing queues Additional Skills Used: Account Management Adaptability Customer and Client Focus Data Collection and Entry Process Effectiveness Active Listening Continuous Improvement Customer Service Management Data Quality Management Result Orientation Attention to Detail Business Operations Management Business Process Analysis Critical Thinking Process Management Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140) Pay and benefits information Pay range $25.00 - $32.77 hourly pay, offers to be determined based on experience, education and skill set. Predictable pay This role is compensated with a base salary and is not incentive eligible. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice

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