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!

Enterprise Job Description

As part of the resolution specialist team, the resolution specialist is responsible for handling executive level escalations received via fax, email, mail, and phone, as well as complaints received from public officials, CFPB, OCC, and consumer agencies (BBB). The resolution specialist resolves all of the escalated issues which may relate to Card, Deposit, and Mortgage products, seeking assistance from POD teammates when product subject matter expertise is needed. The resolution specialist is also responsible for complaints requiring written response that includes drafting of the resolution and acknowledgement letter as well as responding via regulatory portals.

CARE Team Description

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.

Required Skills:

• 2 years recent experience in Claims

• 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

Desired Skills:

• 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

Shift:

Hours Per Week: