Resource Support Sr Specialist - askMerrill Content Coordinator

Resource Support Sr Specialist - askMerrill Content Coordinator page is loaded

Resource Support Sr Specialist - askMerrill Content Coordinator

Apply locations Pennington Jacksonville time type Full time posted on Posted 5 Days Ago job requisition id 24047036

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’re 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!

Responsibilities:

• Primary Point of Contact for LOB for ask MERRILL. Review/process assigned feedback. Proactively add/update content for upcoming technology enhancements, process changes and/or new items
• Enter updates to existing content with adequate lead-time (including staging of changes for future releases/enhancements)

Perform Content Review

• LOB functional support review - Ensure all functions of the department are covered by ask MERRILL
• Accuracy/completeness review of existing content
• Review overlaps in content, conflicts with content from other areas

Perform call listening

• Analyze calls to identify content opportunities - Tutorial calls, Misroutes, need for more than one Click to Call area for a response
• Work with Content Admin team to design new experience (add/modify content)
• Present findings to LOB

Conversation Analysis

• Natural Language review - Review inputs/utterances hitting responses to determine if changes are needed (unit splits/merges, new units)
• Review units not being hit frequently/at all

Guided Workflows – askML Enhancements

• Coordinate new guided workflows and updates with the Project and/or Content Admin team
• Assist with reviewing and identifying opportunities for the Account Type FAQs as needed
• Identify opportunities to showcase content in What’s New
• Adopt content enhancements (hints, call drivers, custom headers, etc.)to elevate the user experience

Maintain long forms

• Manage expiring documents/forms
• Fix broken URLs/Access Issues/Navigation Issues
• Proactively ensure URLs/documents/forms do not break

Required Skills:

• 1 year minimum Merrill Lynch experience in services and operations
• Subject Matter Expert for BMC Service (CDC / Retail Account Activity) within the Merrill Lynch Service network or Wealth Management Operations
• Ability to deep dive into processes that span across wealth management services and operations
• Highly organized with ability to multi task
• Detail oriented
• Strong analytical skills
• Self-Starter
• Ability to work well independently with minimal guidance, as well as in a team environment
• Strong project management skills
• Meets/Exceeds deadlines
• Service Adeptness/ability to understand clients (CA) needs

Desired Skills:

• Ability to build and maintain relationships
• Strong communication skills (both written and verbal)
• Flexibility/ability to adjust to changing business environment and adapt to new strategies
• Initiative/drive to identify process improvements
• Proficient in Microsoft programs and SharePoint
• Fundamental knowledge of ask MERRILL

Shift:

1st shift (United States of America)

Hours Per Week:

40

About Us

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

Regardless of the position you are interested in, the starting points to building your resume are the same:
1.Determine the job or types of jobs you want to do and research their responsibilities and qualifications.
2.Think about why you can do the job and make a list of your skills that are relative to the job.
3.Identify experiences or accomplishments that show your proficiency in the skills required for the job.
4.Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume
•Do be brief. Resumes should be 1-2 pages in length.
•Do be upbeat and active in your wording.
•Do emphasize what you have done clearly and concretely.
•Do be neat and well organized.
•Do have others proofread and critique your resume. Spell check. Make it error free.
•Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible.
•Don't be dishonest, always tell the truth about yourself in the most flattering light.
•Don't include salary history or requirements.
•Don't include references.
•Don't include accomplishments that do not support your professional goals.
• Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)
•Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview
1.Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2.Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
3.Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.
4.Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.
5.Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks.
6.Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease.
7.Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.