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!

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 require rotational team weekend coverage and additional flexibility during major Critical Events*

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

Required Qualifications:

• 3-5 years of experience working in Employee Relations, HR, Corporate Security and/or Benefits Administration or Mental Health social work

• Experience working with highly sensitive and confidential information

• Proven ability to give due consideration to the confidential nature of the work and conversations associated with it

• Demonstrated ability to clearly delineate informational needs and takes every precaution to ensure that only those with a true need to know are engaged/informed

• Possess effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly

• Ability to handle difficult/urgent situations and conversations, working well under pressure while maintaining professional rapport

• Always operate with a sense of urgency and interest and able to effectively convey that to others

• Proven successful management and influence of complex stakeholders

• Commitment to strive for simplicity and transparency while demonstrating empathy and care for our clients and stakeholders

• Demonstrated track record of delivering exceptional Customer/Client Service

• Proven experience in researching, documenting, and escalating issues as required

• Strong focus on identifying and escalating risks inherent to the role

• Excellent verbal and written communication skills – must be able to understand and explain complex topics to lay people in clear, concise and understandable terms

• Proven team player but able to also operate independently

• Experience working in multiple information systems simultaneously and solid general database knowledge and with the ability to multi-task & toggle into various systems

• Ability to talk and type notes simultaneously

• Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed and results oriented

• Microsoft Office suite - Excel, Word, PowerPoint

Desired Qualifications:

• 3-5 years experience in a customer service type/customer or client facing role, with experience in complex case management

• Prior experience working with victims of domestic violence

• Prior experience working in emergency management

• Expertise in behavioral health topics or prior behavioral health counseling experience

• Change management/Process Improvement experience

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Skills:

• Active Listening

• Attention to Detail

• Data Collection and Entry

• Prioritization

• Research

• Critical Thinking

• Customer Service Management

• Decision Making

• Stakeholder Management

• Written Communications

• Time Management

• Continuous Improvement

• Process Simplification

• Recording/Organizing Information

• Risk Management

Shift:

1st shift (United States of America)

Hours Per Week:

40