Consumer Investments Client Services - Sr. Resolution Manager
Company: Bank of America
Location: Fort Worth
Posted on: April 1, 2026
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Job Description:
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! Job Description: The Sr. Resolution Manager
provides expert service resolution, research, and follow-up to
clients who are experiencing a complex or exacerbated service need.
The Sr. Resolution Manager uses analytical, problem-solving, and
de-escalation skills to ensure client issues are fully resolved. As
the central point for issue resolution within Client Services, the
Sr. Resolution manager will resolve client needs through point of
call resolution, client outreach, and active floor support for
Client Services teammates, providing both reactive and proactive
education to coach teammates on how to deliver a world class client
experience. In addition to service resolution, the Sr. Resolution
Manager utilizes their experience resolving client paint points as
a starting point to identify and drive operational excellence
initiatives to improve the overall client experience for Client
Services. Through this role, the Sr. Resolution Manager has the
opportunity to develop their project management leadership skills.
Required Qualifications: Time required in job = 1 year from date
training completed For internal employees; participation in a work
from home posture does not make you ineligible to post. Series 7,
66 required Ability to problem solve and find solutions in a
self-sufficient manner Ability to de-escalate and turn negative
client experiences into positive ones Expertise in service call
handling, resolving complex issues Ability to interface with
partners in other businesses for issue resolution, while owning
client contact Collaborates effectively to get things done,
building, and nurturing strong relationships. Displays passion,
commitment and drive to deliver an experience that improves our
clients’ financial lives. Is an enthusiastic, highly motivated
self-starter with a strong work ethic and intense focus on results,
acting in the best interest of the client. Is confident in
identifying solutions for clients based on their needs and is an
expert at resolving problems independently and/or while interfacing
with other LOB partners (CIOS, MLSN, back office teams) for issue
resolution while owning all client contact. Efficiently manages
their time and capacity. Exceptional interpersonal communication
skills with clients, teammates, and enterprise partners. Skilled at
collaborating with a team, to meet deliverables in a fast past,
ever changing environment. Desired Qualifications: Basic trade
knowledge Knowledge of the Merrill Edge website and platform
Previous leadership experience, or strong ability to influence and
motivate colleagues to improve their ability to deliver a world
class client experience. Previous project management experience.
Skills: Account Management Attention to Detail Customer and Client
Focus Oral Communications Trading Active Listening Critical
Thinking Decision Making Emotional Intelligence Result Orientation
Client Experience Branding Client Solutions Advisory Prioritization
Referral Identification Written Communications Shift: 1st shift
(United States of America) Hours Per Week: 40 Pay Transparency
details US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY
(MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg
4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)
Pay and benefits information Pay range $42.19 - $48.21 hourly pay,
offers to be determined based on experience, education and skill
set. Discretionary incentive eligible This role is eligible to
participate in the annual discretionary plan. Employees are
eligible for an annual discretionary award based on their overall
individual performance results and behaviors, the performance and
contributions of their line of business and/or group; and the
overall success of the Company. Benefits This role is currently
benefits eligible. We provide industry-leading benefits, access to
paid time off, resources and support to our employees so they can
make a genuine impact and contribute to the sustainable growth of
our business and the communities we serve.
Keywords: Bank of America, Rowlett , Consumer Investments Client Services - Sr. Resolution Manager, Accounting, Auditing , Fort Worth, Texas
