Fulfillment Analyst

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 role is responsible for being the first point of contact for clients submitting implementation of Trade products requests. These individuals are responsible for handling end to end processing for less complex implementations and ensuring engagement of internal business partners (e.g. Sales & Relationship Mangers, Product Managers, Compliance and Operations) as appropriate.

This role also will be the primary point of contact for external clients engaging in product setup or maintenance under the trade finance suite of products and handles end-to-end processing, as well as for internal client coverage teams.   The Implementation Advisor also coordinates with multiple internal business partners to facilitate implementation work and may be engaged with legal counsel, Product Management, Operations, Technology, Compliance, and Risk teams.  This position includes aspects of trade finance client onboarding, technical implementation and testing, customized client solutions and customer service.  

Responsibilities:

• Implements standard/common Trade product packages for clients

• Monitors progress of implementation and/or end-to-end resolution as applicable

• Responds to implementation requests received by email and questions from internal partners or clients

• Conducts research using various bank systems to enable response to client questions and inquiries

• Organize and manage all internal and external project activities to deliver implementations accurately and on time

• Support clients during onboarding and provide post-production follow-up and retraining when needed

• Customer Service activities

• Promote self-service platform usage and guide clients on best practices

• Provide technical support and troubleshooting for platform and connectivity-related issues

• Respond to client inquiries and ensure a high level of client satisfaction

• Understand system capabilities and identify opportunities for improvement

• Review and validate file formats to ensure they meet required specifications

Skills:

• Excellent client communication skills (written and verbal – Portuguese and English)

• Ability to management timelines, display sound judgment, and identify points for escalation using active listening

• Collaborative, experienced in working with business partners to achieve goals and successfully complete projects and initiatives

• Good organizational and time management skills

• Critical thinking & problem solving skills

• Ability to coordinate with multiple stakeholders and conflicting priorities

• Proficient in Microsoft Excel, Outlook, PowerPoint, Word

• Strong customer service orientation

• Highly self-motivated, with the ability to take ownership and move work forward without constant supervision

• Strong attention to detail with the ability to interpret technical documentation and file specifications

• Proactive and self-driven, with strong ownership mindset

• Quick learner with intellectual curiosity

Desired Skills:

• Background in Trade Finance & Supply Chain Finance

• Understanding of data transmission protocols such as:

HTTPS (Hypertext Transfer Protocol Secure)
SFTP (Secure File Transfer Protocol)
FTP/SSL (File Transfer Protocol Secure Sockets Layer)
AS2 (Applicability Statement 2)
SWIFT (Society for Worldwide Interbank Financial Telecommunication)

• Experience with file formats such as:

CNAB (Brazilian banking file standard)

EDI (Electronic Data Interchange)
XML (Extensible Markup Language)