• Job Description

  Req#: 24022093

  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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

  One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

  Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

  Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. 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.

  For the moments when employees and their families need support the most, our internal, highly specialized Life Event Services (LES) group provides personalized connections to resources and benefits by tapping experts inside and outside the company. LES provides support employee needs in these core areas: Critical and crisis event support, domestic violence support, retirement support, survivor support, terminal illness support, transgender and gender identity support, medical accommodations support.

  This job is responsible for delivering end-to-end Life Event Services (LES) support to Latin America, (Brazil, Mexico, Chile, Argentina, Peru, Colombia) and Canada. In partnership with the regional LES / HR Service Center manager, this role will support the implementation of LES support strategies for each country, focusing on optimal employee support while ensuring appropriate risk management. Job expectations include working to local and regional HR, Benefits, HR Shared Services, Corporate Security partners as well as global LES partners, among others, to align processes to provide optimal support.

  Additionally the employee will provide case management support to employees and managers around complex, multi-dimensional life events, including 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.

  Responsibilities:

  The Consultant must be a demonstrated self-starter with an excellent track record of success in their current environment. They must also be a strong, inquisitive, analytical, inclusive, customer service focused professional who can assess needs, partner with other areas, balancing competing priorities to offer solutions to reasonable solutions to employee LES needs.

  The Consultant will:

  • Support the build out of Life Event Services support across region, aligning global processes to local needs and solutions.

  • Support the documentation of processes and resources that will be leveraged to provide Life Events Services Support across the region.

  • Deliver end-to-end case management support to employees around complex life events from initial inquiry through case resolution.

  • Respond to inquiries effectively and timely, while demonstrating empathy towards the employee.

  • Provide guidance to Line of Business (LOB) employees regarding their complex situations and recommend options and resources to best fit the issue.

  • Document key facts and interactions related to the employee's life event in the case management system of record.

  • Maintain confidentiality and protect employee information.

  • Drive communications and education campaigns to increase awareness and usage of LES services.

  • Participate and drive projects and initiatives to drive continuous improvement and risk mitigation.

  • Build a network key local and global partners that can support the build out and delivery of LES support

  • 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:

  • MUST have two or more years of experience working in HR related fields OR MUST have two or more years of leadership experience and considerable exposure handling escalations and issue management

  • Needs to be fluent in English and Spanish.

  • Must have end to end high touch case management experience

  • Exceptional customer service with proven ability to demonstrate care, empathy, patience and listening skills

  • Ability to navigate numerous variables (including employee needs, line of business/partner considerations, and risks) and creatively problem-solve based on information on hand

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

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

  • Excellent typing skills and computer proficiency, including the ability to talk, type and navigate multiple systems simultaneously

  • Ability to navigate a conversation in a confident manner geared towards resolution and accurate data collection/confirmation(asking closed-ended questions in an empathetic way)

  • Demonstrated ability to research, analyze and navigate complex situations with competing priorities to deliver complete solutions and build processes and procedures where none exist.

  • Experience creating and implementing action plans to drive business objective

  Desired Qualifications:

  • Portuguese language proficiency.

  • Working with across multiple countries in the America´s region.

  • Experience working in Employee Relations, Life Event Services or HR Generalists roles

  Skills:

  • Active Listening

  • Attention to Detail

  • Data Collection and Entry

  • Prioritization

  • Research

  • Critical Thinking

  • Customer Service Management

  • Decision Making

  • Stakeholder Management

  • Written Communications

  • Effective Communication

  • Networking and Influence Skills

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

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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