Account Management Ops Representative

About the Role

This job is responsible for standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations.

Loan Management Account Operations Line of Business

After a client sends an onboarding or maintenance request to the Merrill front office, the Loan Management Account Operations team ensures that all documentation and regulatory requirements have been met and approve the request for automated activation. After activation is complete, the team confirms all system information is correct, so the client can access the product. This group must complete a high volume of work within a 48-hour period.

Key Responsibilities

• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• Reviews highly detailed documents or client account information for accuracy and completeness.
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service.
• Responds to internal business partner inquiries about errors or reporting through phone and email to support operational efficiency and quality service.
• Performs basic research, follow-up and resolution of routine research requests.
• Performs basic research and follow-up, manages a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work with significant support from a more tenured team member.
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate.
• Conducts risk assessments for each request type, applies proper risk mitigation steps and escalates complex issues to leadership as needed.
• Researches and resolves data issues by following documented procedures, using trouble shooting guides, and engaging support partners when necessary.
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution.
• Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work.

Requirements & Tech Stack

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Attention to Detail
• Collaboration
• Written Communications
• Prioritization
• Recording/Organizing Information
• Result Orientation
• Numerical Reasoning
• Microsoft Outlook (Desired)
• Microsoft Excel (Desired)

Qualifications

• Experience evaluating highly detailed client provided documents for accuracy, completeness and compliance with specific requirements to approve completion of work.
• Experience following standard operating procedures, finding errors and working with partners to resolve issues.
• Experience interacting with partners via phone and email.
• Ability to work with and manipulate data using Microsoft Excel to track results (Desired).
• Ability to apply knowledge to improve processes (Desired).

Shift & Hours

• Shift: 1st shift (United States of America)
• Hours Per Week: 40