Account Management Ops Representative - Loan Management Account Operations

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• →Performs onboarding and maintenance of accounts and reviewing required account documentation.
• →Responds to client inquiries via numerous channels to support operational efficiency and quality client service
• →Performs basic research, follow-up and resolution of routine research requests
• →Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
• →Provides general operational support including handling inbound calls, mail sorting, and mail distribution
• →Reviews and approves required account documentation

• →Reviews highly detailed documents or client account information for accuracy and completeness
• →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
• →Responds to internal business partner inquiries about errors or reporting through phone and email to support operational efficiency and quality service
• →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
• →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 based on an understanding the work affects other operational 

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

Line of Business Description:

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.

• 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

• Experience using Microsoft Outlook for email
• Ability to work with and manipulate data using Microsoft Excel to track results
• Ability to apply knowledge to improve processes