Bank of America

Senior Resolution Manager

Bank of America

full-time

Posted on:

Location Type: Office

Location: Fort Worth • Maryland • Massachusetts • United States

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Salary

💰 $42 - $48 per hour

Job Level

Senior

About the role

  • The Sr. Resolution Manager provides expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need.
  • The Sr. Resolution Manager uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved.
  • As the central point for issue resolution within Client Services, the Sr. Resolution Manager will resolve client needs through point of call resolution, client outreach, and active floor support for Client Services teammates, providing both reactive and proactive education to coach teammates on how to deliver a world class client experience.
  • In addition to service resolution, the Sr. Resolution Manager utilizes their experience resolving client paint points as a starting point to identify and drive operational excellence initiatives to improve the overall client experience for Client Services.
  • Through this role, the Sr. Resolution Manager has the opportunity to develop their project management leadership skills.

Requirements

  • Time required in job = 1 year from date training completed
  • Series 7, 66 required
  • Ability to problem solve and find solutions in a self-sufficient manner
  • Ability to de-escalate and turn negative client experiences into positive ones
  • Expertise in service call handling, resolving complex issues
  • Ability to interface with partners in other businesses for issue resolution, while owning client contact
  • Collaborates effectively to get things done, building, and nurturing strong relationships.
  • Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
  • Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
  • Is confident in identifying solutions for clients based on their needs and is an expert at resolving problems independently and/or while interfacing with other LOB partners (CIOS, MLSN, back office teams) for issue resolution while owning all client contact.
  • Efficiently manages their time and capacity.
  • Exceptional interpersonal communication skills with clients, teammates, and enterprise partners.
  • Skilled at collaborating with a team, to meet deliverables in a fast past, ever changing environment.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service call handlingproblem solvingde-escalationissue resolutionproject management
Soft Skills
analytical skillscommunication skillscollaborationrelationship buildingself-startertime managementmotivationclient focus
Certifications
Series 7Series 66