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 delivering end-to-end case management support to employees and managers around complex, multi-dimensional life events. Key responsibilities include consulting on individual employee issues regarding the bank's benefits programs and how they apply to each unique employee situation. Job expectations include probing to get to the root of an issue, identifying when a concern requires escalation or engagement with partners, and documenting facts in a system of record while maintaining ownership and accountability until resolution.

This role will be aligned to the Life Event Services Operations team, which supports all the Life Event Services (LES) support teams. This job is responsible for creating and maintaining standard operating procedures for all LES support teams, in accordance with enterprise standards.

Responsibilities:

• Delivers end-to-end case management support to employees around complex life events from initial inquiry through case resolution
• Responds to inquiries effectively and timely, while demonstrating empathy towards the employee
• Provides guidance to Line of Business (LOB) employees regarding their complex situations and recommends options and resources to best fit the issue
• Prioritizes time and effort according to the most urgent and sensitive employee, manager, or partner needs, engaging other Life Event Services Support teams as needed
• Documents key facts and interactions related to the employee's life event in the case management system of record
• Maintains confidentiality and protects employee information
• Influences managers, Human Resources (HR) partners, and others to drive towards the optimal resolution that best balances bank policies and guidelines, employee needs, and risk
• Gather, organize, and analyze data, interpret the data, and then communicate/present the results in an organized fashion to key stakeholders.
• Collaborate closely with stakeholders and cross-functional teams to ensure processes are accurately defined and include activities or capture data required based on business need.

• Create and maintain standard operating procedures using the enterprise procedural template for all processes executed within the LES team

• Supports the evaluation of existing processes, technologies, and routines to drive process improvements
• Prioritize tasks and manage multiple projects

Required Qualifications:

• Critical thinker with proven ability to create/document procedures or training including monthly and annual upkeep/revisions
• Ability to handle confidential and proprietary information, including sensitive employee data, with discretion and with a strong focus on compliance and risk management
• Demonstrated analytical skills, with the ability to review data, identify gaps, and use data to tell a clear story that supports recommendations
• Ability to turn complex ideas into well-structured materials and presentations
• Strong written and verbal communication skills with the ability to influence and drive accountability across stakeholders without direct authority
• Highly organized, accuracy driven, proactive work ethic to ensure consistency of data entry and appropriate urgency to sensitive situations
• Ability to effectively work under pressure, continue to evaluate priorities in a changing environment, and successfully manage multiple projects with compressed timelines
• Strong proficiency in Word, Excel, and PowerPoint
• Ability to work with senior leaders and cross functional teams
• Demonstrated problem solving, strong follow-up skills and ability to escalate and gain resolution as needed
• Detail oriented with strong organizational and planning capabilities
• Ability to work independently and as a strong team player

 

 

Desired Qualifications:

• Proficiency with HR systems and reporting tools
• Working knowledge of the Life Event Services operating model including client care, benefits knowledge, systems, principles and operational excellence
• Recent experience supporting Life Event Services cases
• Salesforce experience, including system navigation, reporting, data management, and solution development
• Exposure to Life Event Services Standard Operating Procedures (SOPs) and Playbooks
• SharePoint experience, including site administration, content management, list/library development and workflow or process solutions
• Knowledge of Human Resources benefit products and processes
• Minimum of 1 year of project management experience

Skills:

• Active Listening
• Attention to Detail
• Highly Organized with Data Collection and Entry
• Prioritization
• Research
• Critical Thinking
• Operational Risk & Controls
• Customer Service Management
• Decision Making
• Stakeholder Management
• Written Communications
• Continuous Improvement
• Process Simplification
• Recording/Organizing Information

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:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150)

Pay and benefits information

Pay range

$75,400.00 - $103,500.00 annualized salary, 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.