Research & Adjustments Representative III - Credit Assistance

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include investigating daily incoming research and adjustment inquiries, resolving differences, answering service requests and inquiries received from various channels, determining accounting entries, and making appropriate disposition. Job expectations include handling more complex and escalated cases that may have a large monetary value or are aged risk cases pending charge-off.

Line of Business Job Description:

The Research and Adjustments Representative III works within the CVLC Fulfillment Team under Fulfillment Operations. This role supports accounts across all stages of delinquency and requires advanced account review, analytical, and problem-solving skills.

The representative is responsible for reviewing and validating account activity to ensure adherence to established processes spanning early-stage collections through repossession and remarketing. This includes ensuring documentation accuracy, compliance with internal procedures, and alignment with regulatory requirements.

Schedule: 1st Shift

Hours: Option 1: Monday through Friday 9:00am to 6:00pm

Option 2: Monday through Friday 10:00am to 7:00pm

Responsibilities:

• Assists peers and leadership with resolving complex, time sensitive exceptions
• Handles escalations received from business partners by providing clean concise communication through email and phone
• Contributes to improving process efficiencies by supporting the review and validation of departmental procedures
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Documents actions taken on behalf of the client
• Review reporting to ensure processes from early-stage collections through remarketing are adhered to and documented accurately
• Escalate any regulatory risk concerns
• Validating procedure content
• Providing AQM feedback in a timely manner
• CSI review and completion

Required Qualifications:

• Must have current Credit Assistance experience
• Attention to detail
• Collections/Repossession Experience
• Strong problem-solving abilities with the capability to resolve complex account issues
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to navigate multiple systems and maintain accurate account records

Desired Qualifications:

• Proficient with Microsoft office applications
• Advanced analytical skills with the ability to interpret trends and report data
• Ability to identify process gaps and recommend efficiency or risk mitigation improvements

Skills:

• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Pipeline Management
• Research
• Active Listening
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40