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\xe2\x80\x99re 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!:
This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.Responsibilities:

• Responds to client and partner requests received by email, phone, chat, or workflow system
• Performs Quality Assurance to ensure high risk processes are completed according to written procedures
• Deepens relationships with business partners and clients through quality customer service and responsiveness
• Conducts research using various bank systems to enable response to client questions and inquiries

managing client/stakeholders.

• Prompt and accurate escalation of Client\xe2\x80\x99s unresolved E-Banking enquiries or complex enquiries to Team \xe2\x80\xa2 Leader, Team Manager and to follow through in an end-to-end manner.

• Incident Management, Problem Management and Service Level Management in a timely manner. Identify, resolve and discover root causes and analysis to provide solutions to basic service requests in a timely manner with error-free quality.

• Ability to think in a swift and strategic manner to maintain high first-call resolution rate.

• Systematically gather and analyze relevant information to accurately define a problem. Solicit input from clients and business partners to produce permanent solutions rather than quick fixes

• To evaluate the support and service delivery processes and recommend measures that would optimize efficiency and effectiveness of processes within your care.

• Understand, apply and constantly keeping abreast with the bank\xe2\x80\x99s system security policies and practices.

• Maintain processes and technical documentation to ensure they are up-to-date.

• Maintain up-to-date working knowledge of the bank\xe2\x80\x99s client access products/services, payment and trade capabilities, internal operations and local practices.

• Ability to do real-time logging of support cases and month end reporting required.

• Daily duty rotation of voicemail lunch and blackberry duties.

• Associate is required to be on-shift to provide support covering for Australia or India.

• Associate is required to work on public holiday of Asia region.

Skills:

• Analytical Thinking
• Claims Management
• Customer and Client Focus
• Oral Communications
• Written Communications
• Account Management
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Coaching
• Collaboration
• Executive Presence
• Stakeholder Management

Candidate must also possess strong analytical and troubleshooting knowledge of current Windows operating systems, Internet Explorer browsers, web-based banking products and software environment.Basic Microsoft office application use, eg, Excel, Powerpoint, Word.3-5 years related experience in banking and finance industry would be a distinct advantage.Fluent English, Mandarin and Cantonese.

Bank of America