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 researching complex or escalated requests from clients or internal partners and solving problems. Key responsibilities include investigating and resolving a wide variety of issues and requests that may require gathering additional information, setting expectations, and working with other support organizations. Job expectations include connecting the client to the appropriate product or service while adhering to established service level agreements.

An elite level client care advocate; completes a comprehensive review, investigates and compiles all facts regarding the end to end client experience relevant to escalations or a complaint. These reviews are time sensitive and can have broad and senior level executive and stakeholder engagement. The successful incumbent will provide exceptional and compassionate client care and advocacy, working with a network of tools and partners, and have an elevated and diverse knowledge base of fraud, claims and respective systems utilized.

The candidate will complete in-depth escalation case reviews, professionally interact with clients, leaders and partners and be an ambassador for the client experience at large. Successful case work will be a compilation of fact based end to end experience research, evidence compilation, gap in process or servicing observation, client care calls and documentation. Cases will require work in an expedited timeline and solve client concerns with a ‘what can be done’ attitude within enterprise policy, risk and legal framework. Incoming client escalation cases will populate from various enterprise channels and require expeditious handling, ownership and diligent follow up to resolution and accurate data tracking and documentation.

Critical to role will be exceptional organization skills, ability to work within deadlines, work independently but as a team player and confident in engaging one’s senior leaders and key partners for timely client care success. The candidate must be flexible understanding client care needs can come in at various times and this is a high paced dynamic environment.

Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Typically reports to an Operations Manager.

Responsibilities:

• Manages and resolves client issues and requests by successfully navigating the organization and mastering multiple systems

• Coaches and assists new employees with moderately complex research and analysis of account activity to assess levels of risk and fraud type

• Leverages processes, guidelines, and product knowledge to identify potential process improvements and escalate issues and risks

Required Qualifications:

• 1 year experience in a Customer Service or Client Facing Environment

• Ability to consider the bigger picture with regard to client satisfaction, reputational and regulatory risk

• Excellent verbal and written communications skills sufficient to interact effectively with clients, all levels of management and staff

• Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting

• Strong attention to details with commitment to world class client care, effective work flows

• Strong knowledge in Microsoft Office (Excel, Outlook, Word)

• Strong organizational and time management skills, excellent customer service skills with the ability to diffuse difficult customer interactions

• Must possess excellent problem solving and analytical skills

• Customer-centric approach to problem resolution

• Must work well in a team environment, as well as independently

• Strong personal ownership and follow through skills

• Must have a strong and positive work ethic and display Bank of America's Values

• Must be flexible and adapt quickly to change

• Ability to multi-task and meet defined performance goals

• Excellent written and oral communication skills 

Desired Qualification:

• Client Protection experience

• 1 year Claims or Fraud Detection experience

• Cross enterprise product/channel knowledge

• Critical / innovative thinker, to support management deliverables designed to set strategy

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

​Skills:

• Attention to Detail

• Collaboration

• Customer and Client Focus

• Issue Management

• Written Communications

• Due Diligence

• Process Simplification

• Referral Management

• Regulatory Relations

• Business Process Analysis

• Client Experience Branding

• Continuous Improvement

• Learning Delivery

• Process Management

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: