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 complex, high risk client and internal partner complaints and escalations by applying advanced critical thinking, deep product and process knowledge, and established policies and procedures. Key responsibilities include managing sensitive cases, coordinating across systems and functions, influencing outcomes, and identifying risks and process gaps. Job expectations include exercising business judgement and discretion within defined frameworks while serving as a trusted subject matter expert and ensuring adherence to enterprise complaint and risk standards.

Responsibilities:

• Resolves the highest complexity and most sensitive client and internal partner complaints and escalations in accordance with established policies and procedures

• Serves as a primary escalation point for complex inquiries requiring detailed research, analysis, and cross organizational coordination

• Evaluates incomplete, ambiguous, or conflicting information to determine appropriate outcomes within defined frameworks

• Partners across systems and functions to drive timely and effective case resolution

• Manages assigned cases in alignment with enterprise complaint standards, controls, and service level expectations

• Identifies emerging trends, systemic issues, and process gaps and recommends improvements to reduce repeat issues

• Engages directly with clients and internal stakeholders in high impact or time sensitive situations

Required Qualifications:

• Two years of current Client Protection CARE experience

• Current knowledge of Complaints and Escalations

• Strong proficiency in Microsoft Office (i.e. Excel, Word, etc.)

• Excellent customer service skills, including the ability to de-escalate difficult client interactions and apply a customer-centric approach to problem resolution

• Excellent verbal and written communication skills, with the ability to interact effectively with clients, partners, and all levels of management

• Strong critical thinking, problem-solving and analytical skills

• Ability to consider the broader impact of decisions on client satisfaction and reputational and regulatory risk

• Strong organizational skills with the ability to prioritize workloads and meet deadlines in a fast-paced environment

• Ability to work independently with efficiency and precision while collaborating effectively in a team environment

• Flexibility and ability to adapt quickly to change

• Strong personal ownership and follow-through

• Exceptional attention to detail, with a strong commitment to accuracy, high-quality work, effective workflows, and world-class client care

• Demonstrated record of consistently meeting or exceeding quality, production, and performance goals

• Support continuous improvement and innovation by sharing trends, ideas and solution-oriented thinking to help determine process design, servicing, policy and procedure opportunities

Desired Qualifications:

• PowerPoint experience

• Reporting/Analytics/Project experience

• Cross enterprise product/channel knowledge

Skills:

• Customer and Client Focus

• Due Diligence

• Prioritization

• Risk Management

• Strategic Thinking

• Analytical Thinking

• Attention to Detail

• Collaboration

• Oral Communications

• Regulatory Relations

• Decision Making

• Influence

• Issue Management

• Stakeholder Management

• Written Communications

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:

Hours Per Week: