Resolution Specialist

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 handling executive and/or regulatory level escalations received via various channels which may relate to multiple products. Key responsibilities include analyzing researching and providing resolution. Job expectations include effectively communicating in both verbal and written form with customers peers and other groups across the organization.

Responsibilities:

• Partners with peers and Front Line Units (FLUs) across multiple Lines of Business (LOBs) to conduct research on client escalations.

• Researches client concerns by utilizing multiple internal systems to achieve resolution

• Communicates directly with clients in both verbal and written formats to advise on their escalations in a clear and professional manner

• Solves complex problems through prioritization critical thinking and documenting outcomes accordingly

• Reviews client interactions and provides professional clear feedback to frontline leadership as needed

• Engages with executives and regulatory agencies clearly and professionally as business needs arise or support is needed

Required Qualifications:

• Minimum 1 year of experience in a Customer Service or Client Facing Environment

• Excellent verbal and written communication skills with the ability to interact effectively with clients leaders and peers at all levels

• Skilled in multitasking and prioritization with the ability to work efficiently both independently and within a team in a fastpaced environment.

• Exceptional attention to detail combined with strong criticalthinking and analytical abilities.

• Advanced working knowledge of Microsoft Office (Excel Outlook Word) and demonstrated ability to efficiently navigate multiple systems and tools to research concerns document findings and resolve complaints.

• Demonstrated organizational and time management skills

• Knowledge of or ability to quickly learn regulatory complaint handling standards and required response protocols

• Proven ability to handle complex highvisibility escalations with professionalism and sound judgment

• High level of personal accountability and commitment to completing tasks through resolution

• Exhibits a positive resultsdriven work ethic while modeling Bank of Americas Values

• Must be flexible and adapt quickly to change

• Ability to multi-task and meet defined performance goals

Desired Qualifications:

• Current Client Protection Fraud Detection and/or Claims experience

• Experience handling executivelevel complaints or regulatory complaints

• Familiarity with banking products such as Card Deposit and CVL servicing

• Experience drafting formal business letters or executive summaries

• Continuousimprovement mindset by identifying trends and sharing ideas and solutionoriented insights

Skills:

• Active Listening

• Customer and Client Focus

• Oral Communications

• Prioritization

• Research

• Attention to Detail

• Critical Thinking

• Executive Presence

• Problem Solving

• Written Communications

• Collaboration

• Issue Management

• Recording/Organizing Information

• Regulatory Relations

• Risk Management

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

Shift:

Hours Per Week: