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Consumer Investments - Medallion Document Control Specialist

Bank of America

Bank of America

Chandler, AZ, USA
Posted on Friday, June 7, 2024

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!

This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes.

Medallion Support Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers, ownership changes and account updates. Associates are expected to process an intake request, handle and own cases to completion, and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution, partnership, research, and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales, associate/client satisfaction, and efficiencies. Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.

Responsibilities/Position Summary

  • Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures
  • Deliver complete and concise explanations to inquiries made via inbound calls
  • Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship
  • Provide point of call resolution for issues
  • Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team
  • Foster collaborative relationships within and across business units
  • Understand and demonstrate cultural awareness
  • Anticipate and understand client needs
  • Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity
  • Interface with associates and clients for intake, follow up, and general information about the program

We do NOT hire to specific shifts, candidate must be flexible. Phone gate is open 8:00 AM – 9:00 PM Monday-Friday and 8:30 AM – 5:00 PM Saturday. All times EST. (Saturdays rotational and typically once every 6 weeks

Required Qualifications:

  • Strong client service skills
  • Ability to multi-task and independently prioritize his/her workload.
  • Demonstrate a cooperative and professional work attitude
  • Capable of multi-tasking and working efficiently under stress and high volume
  • Strong organizational, time management and teamwork skills
  • Strong analytical, negotiation and problem solving skills
  • Attention to detail and follow through on assignments
  • Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
  • Demonstrate excellent verbal, written and listening skills
  • Understand and demonstrate cultural awareness, integrity and ability to work as part of a team

Desired Qualifications:

  • Customer Service and/or call center experience preferred
  • Knowledge of Merrill systems, products and applications


  • Processes transactions according to established procedures and prescribed processes required
  • Demonstrates operational discipline while handling complex and diverse operational functions
  • Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
  • Assists with phone calls, email boxes, and processing queues

Additional Skills Used:

  • Account Management
  • Adaptability
  • Customer and Client Focus
  • Data Collection and Entry
  • Process Effectiveness
  • Active Listening
  • Continuous Improvement
  • Customer Service Management
  • Data Quality Management
  • Result Orientation
  • Attention to Detail
  • Business Operations Management
  • Business Process Analysis
  • Critical Thinking
  • Process Management


1st shift (United States of America)

Hours Per Week: