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Bank Internships – Operations Consultant In Greenwood Village

    Website Bank of America

    Job Description:

    Life & Specialty Servicing (L&SS) focuses on specialized processes such as military customer benefits, bankruptcies, estate servicing, and anti-money laundering, as well as key support functions such as procedures and remediation. The L&SS Command Center provides workforce management scheduling, inbound/outbound call capabilities and infrastructure, tactical forecasting of call volumes and resource needs, real-time production monitoring information, and access management. We support dynamic contact centers; therefore, we must respond timely and rationally to their ever-changing needs.

    Job Responsibilities:

    • Actively support Client Teams in delivering consistently high quality banking credit, trust, fiduciary, and investment services to Private Bank clients
    • Develop referrals for credit and Bank products
    • Support Client Team in all sales support and administrative functions as needed including: pipeline reporting, marketing and business development, client/prospect presentations, expenses, printing, faxing, calendar & email management, client events, communication and travel & entertainment reservations
    • Coordinate with specialists including Trust, Family Office, Investments and Custody officers as well as centralized service centers to deliver an integrated service to the client and identify and resolve issues in an effective and timely manner
    • Manage and execute client transactions with respect to business and individual Bank, credit, and investment products (may be performed by service center at PB Associate’s request based on transaction type). Ensure transactions are completed within audit and compliance standards as well as timely execution.
    • Ensure adherence to all internal policies and compliance to legal and regulatory requirements including client verification
    • Interact with the client to complete necessary transactions (e.g., deposits, money movement, transfers, etc.) and account maintenance
    • Participate in Client Management Process (CMP) activities including supporting delivering a branded client experience and meaningful interactions
    • Support fulfillment of clients needs and expectations across all products and serve as a “triage” point for specialists and service centers including but not limited to account setup, monitoring and maintenance (overdrafts, fraudulent activities, etc.), wire processing, business and credit card applications, foreign currency orders, credit and lending
    • Initiate and monitor client onboarding including account opening and asset transfer; handle client inquiries related to the on-boarding process; KYC refresh and ongoing requests, digital engagement and fulfillment

    Job Requirements/Qualifications:

    • Proficient ability to use tools such as IEX, eWFM, Genesys and Aspect effectively by building accurate parameters and evaluating the results for accuracy (Numerical Ability, Analytical Ability, Customer Focus, Critical Thinking)
    • Proficient trending toward expert understanding of the fundamentals of reporting, data analysis and basic understanding of typical contact center metrics
    • Ability to balance multiple competing priorities with specific time frames by leveraging a deep understanding the business priorities and the best practices in time/attention management
    • Proficient skills with MS Outlook, MS PowerPoint, MS Excel and MS Word
    • Ability to identify patterns and relationships in a variety of reports and across reports to drive situational understanding and identify solutions (Numerical Ability, Abstract Reasoning)
    • 3 or more years of experience in at least one of the following areas: Workforce Management, Inbound queue management or outbound dialer administration
    • Ability to initiate, build and maintain relationships within and outside the organization with people who are, or might someday be, instrumental in achieving work-related goals (Networking/Relationship building)
    • This role has a required writing assessment tied to it
    • Please note work scheduled must be between the hours of 11am est – 7:30 pm est and must be flexible based on business need
    • Ability to collaborate effectively with business, reporting and technology partners in order to drive projects, decision making, and iterative improvements (Verbal/Written expression, Relationship building)
    • Ability to organize and present numeric data and analytical results with a story that provides meaningful context that can be leveraged in decision making or education (Verbal/Written Expression, Numerical Ability, Customer Focus)

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