"Alerted.org

Life Event Services Consultant - Operations

Charlotte, North Carolina;New York, New York

To proceed with your application, you must be at least 18 years of age.

Acknowledge

Refer a friend

To proceed with your application, you must be at least 18 years of age.

Acknowledge (https://ghr.wd1.myworkdayjobs.com/Lateral-US/job/Charlotte/Life-Event-Services-Consultant---Operations\_25048418)

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 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 of the Life Event Services (LES) support teams. This job is responsible for analyzing large quantities of complex data to identify trends, using the data to recommend process enhancements, and presenting recommendations to leadership.

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

+ Supports the evaluation of existing processes, technologies, and routines to drive process improvements

+ Prioritize tasks and manage multiple projects simultaneously with short deadlines

Required Qualifications:

+ Proven ability to analyze complex data to identify trends

+ Demonstrated ability to use data to recommend process changes

+ Strong proficiency in Salesforce case management system, Excel, PowerPoint, and Word

+ Experience with case management for complex life events

+ Ability to turn complex ideas into well-structured materials and presentations

+ Ability to handle confidential and proprietary information, including sensitive employee data, with discretion and with a strong focus on compliance and risk management

+ Highly organized, accuracy driven, pro-active 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

+ Excellent interpersonal, relationship, and written/verbal communication skills, with a strong ability to collaborate, partner, and influence

+ 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:

+ 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

+ Experience with AI for data analytics

+ Exposure to Life Event Services Standard Operating Procedures (SOPs) and Playbooks

+ Knowledge of Human Resources benefit products and processes

+ Minimum of 3 years of project management experience

Skills:

+ Active Listening

+ Attention to Detail

+ Data Collection and Entry

+ Prioritization

+ Research

+ Critical Thinking

+ Customer Service Management

+ Decision Making

+ Stakeholder Management

+ Written Communications

+ Continuous Improvement

+ Process Simplification

+ Recording/Organizing Information

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

View your **"Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) "** poster.

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.