Client Advocate (CARE)

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 researching complex or escalated requests from clients or internal partners and solving problems. Key responsibilities include investigating and resolving a wide variety of issues and requests that may require gathering additional information setting expectations and working with other support organizations. Job expectations include connecting the client to the appropriate product or service while adhering to established service level agreements.

Responsibilities:

• Manages and resolves client issues and requests by successfully navigating the organization and mastering multiple systems
• Coaches and assists new employees with moderately complex research and analysis of account activity to assess levels of risk and fraud type
• Leverages processes guidelines and product knowledge to identify potential process improvements and escalate issues and risks

LOB Job 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 ones 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 Qualifications:

1 year experience within Fraud Detection and/or Claims

Must be in a current Client Protection role

Demonstrated ability to conduct structured research using various methodologies.

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 excellent customer service skills with the ability to diffuse difficult customer interactions

Must possess excellent problem solving and analytical skills

Customer-centric approach to problem resolution

Must work well in a team environment as well as independently

Strong personal ownership and follow through skills

Must have a strong and positive work ethic and display Bank of Americas Values

Must be flexible and adapt quickly to change

Ability to multi-task and meet defined performance goals

Excellent written and oral communication skills

Desired Skills:

Demonstrated understanding and working knowledge of multiple functions within fraud claims and investigative operations including detection prevention case handling resolution processes and crossfunctional coordination.

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

Skills:

• Attention to Detail
• Collaboration
• Customer and Client Focus
• Issue Management
• Written Communications
• Due Diligence
• Process Simplification
• Referral Management
• Regulatory Relations
• Business Process Analysis
• Client Experience Branding
• Continuous Improvement
• Learning Delivery
• Process Management

*** 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:

Hours Per Week: