Eric Bushman is a Manager at Merrill Lynch who supervises 12 associates providing client support services. He has over 15 years of experience at Bank of America in various leadership roles managing teams that provide customer service and handle client inquiries. His experience includes managing associates, coaching and developing employees, and ensuring compliance with various banking regulations. He is seeking a position as a Team Manager.

1. Eric Bushman
79 Patrician Way 3-C
Pasadena, Ca. 91105 eric.c.bushman@bankofamerica.com
Home: 626-298-1844
Work: 626-397-1298
Dedicated Bank of America Leader with 15+ years of experience: Currently a Manager at Wealth
Management Client Services for Merrill Lynch. Supervise a team of twelve SR SPEC associates who
specialize in supporting clients requests in the area of both Brokerage and Deposit related policies and
products. Manage the quality aspect of each member on the team to ensure seamless delivery of all
inquiries from associates and clients. Coach and develop associates on a weekly basis.
 Objective: To secure the position as Team Manager
 Respected builder and leader of customer-focused teams as an OJT Floor Supervisor and Associate
Assistance Line manager; instill a shared, enthusiastic commitment to customer service as a key driver of
company goals. Lead by example and ensure the execution of all safety, security, quality and operations
policies/procedures. Self starter in key roles and objectives for the line of business, focused on managing
resources while demonstrating sound judgment in all interactions.
Areas of Expertise
 Customer Service & Management
Leadership Skills
 Supervisor Handling & Resolution
of complex client escalations.
 Thorough knowledge of Bank of
America’s policies and procedures.
 Clearly follows and champions the
Bank of America Leadership
Model.
 Customer Satisfaction Enhancement
 Front-End Supervision of associates
in WMCS for Merrill Lynch
 Policy knowledge in Real Estate and
Consumer Loans.
 In depth knowledge in sales of both
loan and deposit products as well as
credit cards.
 Service Level Champion.
 Teambuilding & Training
 Inspires commitment and
followership.
 Cost-Reduction Strategies.
 System Knowledge:
COIN/SNAP FDES, Image
View, Witness, Excel, Power
Point, Merlin, LEAN Screen,
BFT Wire System, CMS, IEX
and Outlook.
Professional Experience
Regulatory Relations – Compliance Associate June 2011 to present
Bank of America, Office of the C.E.O. and President, Simi Valley, CA
January 2011-Present
Responding to legal complaints filed from various public officials, ranging from
Attorneys General, U.S. and state senators, and representatives
Provides work direction, guidance and expertise to less experienced associates
and provides training to associates and Business Partners on new and complex
initiatives.
Responsible for the day-to-day resolution of complex problems and the execution
of complex transactions for multiple sites or larger business unit(s), including
research.
Monitor, interpret and analyze rules and regulations to ensure compliance with
Real Estate Settlement Procedures Act (REPSA), Truth in Lending (TIL), Fair Debt
Collection Practices Act (FDCPA), Federal Deposit Insurance Act (FDIA), Federal
Bankruptcy Code, Service members Civil Relief Act (SCRA), Dodd-Frank Act, the
Bureau of Consumer Financial Protection (CFPB) and the Consent Order issued by
the Office of the Comptroller of the Currency (OCC).
Monitor various internal lines of business to ensure that the appropriate steps to
remedy the deficiencies and unsafe and unsound practices identified by the OCC
are taken to improve the Bank’s residential mortgage servicing and foreclosure
process.
Ensure that servicing guidelines set forth by the Government Sponsored
Enterprises (GSE), various financial investors, including Federal Housing
Administration and the Home Affordable Modification Program (HAMP) are
accurately followed.
Actively collaborate with internal lines of business to appropriately handle
sensitive pending litigation issues and multi-state lawsuits.
Negotiate customer settlement agreements.
Provide timely written response to complaints of violations from various

2. regulatory agencies and legal entities by thoroughly researching alleged
violations, and conduct detailed analysis to determine the root cause of
regulatory violations.
Identify opportunities for improvement, and propose solutions to manage risk to
appropriately minimize impact to the company’s reputation, and image.
Provide strategic advice to upper management in order to improve customer and
regulatory agencies satisfaction.
Ensure that quality control standards are achieved and maintained to obtain
positive audit findings.
AVP Wealth Management Client Service Manager, Bank of America 04/2011
Lead a team of nine associates in Wealth Management Banking Support Associate Assistance Line. Associates call
in to AAL for complex inquiries on policies and procedures. Thorough knowledge of Bank of America systems and
policies as it pertains to clients accounts. AAL works as a help desk to resolve issues presented from Wealth
Management Clients, Financial Advisors and specialists. Coach and Develop the AAL team thru consistent coaching
and mentoring. Service Level Champion for all sites in Wealth Management Banking on a daily basis. Numbers are
recorded in real time and distributed to managers.
AVP Email Response Team, Team Manager, 10/07 to 04/08
Lead a team of 14 associates with incoming email volume from Premier Banking Client Managers. As emails came
in they were monitored and distributed to associates on the team for efficient resolution. Audited the Email box
and reached across various teams for assistance during peak times. Also managed both the quality and
development of associates on the team to ensure a seamless delivery.
On the Job Training Manger (OJT) 01/06 to 10/07
Led a team of eight OJT coaches who coached and developed recently hired associates as they came out of the
Premier Relationship Centers New Hire Training program. Associates were placed on the phone with an OJT
associates who assisted them thru calls for duration of six weeks. Ensured associates were delivering accurate
information and also understanding all systems and policies as it pertains to their job function. Associates were
required to graduate out of OJT before they could be released to the floor on a “live status.” The team
continuously coached to uncover strengths and developmental needs. Associates were motivated to constantly
raise the bar and learn the importance of connect cards and the Bank of America spirit.
Team Manager-Premier Banking 04/04 to 01/06
Supervised a team of twelve associates in Premier Banking, associates would take calls from clients with inquiries
on all consumer products such as loans, deposit balances, rates on CD’s, complex research issues and concerns.
Assisted with escalated calls from associates when the client wanted to speak a supervisor to help resolve their
concerns or issues. Further developed and managed associates performance on a quarterly basis through
Performance and Developmental Plans (PDP). Continually gave associates strong leadership guidance mixed with
on hands experience while fostering good listening skills to build and keep a productive team.
Facilitator - Executive Relations/Customer Solutions 03/03 to 04/04
In this role I trained associates on all policies and procedures as they were implemented in Executive Relations.
Also trained new hire associates in a formal training setting. Most training came from a collaboration of a Project
Manager and Facilitators as it was developed specifically for that department. As a trainer I worked directly with
Team Mangers to uncover strengths and developmental needs as associates graduated the training program
Floor Supervisor - Premier Relationship Center. 04/01 to 03/03
Assisted 85-90 associates in the Premier Relationship Center with complex issues ranging from policies, procedures
and escalated calls when clients asked to escalate to a supervisor. Immediately took over the call to address issues
and concerns clients may have.
Personal Banker- Bank of America Hillcrest Branch San Diego, CA. 04/2000 to 04/01
This was primarily a sales role within a branch. Mainly greeted clients and looked for loan opportunities on a
consistent basis. This position dealt with the selling of Mortgage Loans, Consumer Lines of Credit, and Small

3. Business Loans. Also involved opening deposit products, Retirement and Investment needs clients may have.
Assisted with the Operations of a branch; processing payments for clients, working the Platform at peak hours.
Floor Supervisor Fresno Call Center, Fresno CA. 04/96-04/2000
Assisted with escalated supervisor inquiries from both associates and clients on policies and procedures in addition,
cross sold credit card and deposit products.
Additional Experience: In depth experience with managing a team of associates to build a customer client driven
environment, coach and develop associates. Can manage conflict within a team quickly and efficiently and looks
for derailing behaviors amongst associates. Excellent presentational skills as a Facilitator in front of a large
audience coupled with a candid ability to talk through complex policies and procedures.
. Selected Contributions:
 Won “Bank of America Spirit Medallion” for instrumental role in assisting the AAL team to meet Service Levels
in a consistent basis for 6 months while taking on various projects for the department.
 Improvement in staff retention due to the success of employee-development and morale-building programs.
 Elevated associate surveys to top two boxes of 9 and 10; ensured the swift resolution of customer issues to
preserve customer loyalty while complying with company policies.
 Trained AAL members on coaching and morale building skills through the Bank of America Leadership Model for
Mid-Level and Senior Leaders.
Education and Training
University of California, Davis. 9/94 to 06/96
History and Sociology
Geographical Preference: California