Life Event Services Consultant I - Survivor Support

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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.

The GHR Life Event Services (LES) Survivor Support team is a dedicated point of contact support for employees, retirees and their families when someone is terminally ill or passes away.  As part of the Survivor Support team, the consultant will handle inbound/outbound phone calls to be the dedicated point of contact for employees, retirees, and their families, experiencing a death or terminal illness as well as supporting impacted managers and HR partners.

Client Focused Mindset: Manage a complex Survivor Support case load including current and former employees as well as their dependents. Must be able to display genuine empathy and care to our employees and their families and beneficiaries yet remain separated from their grief in order to effectively support their needs.  Proactively raise benefit concerns and follow through resolution while providing frequent updates to appropriate parties. Partner with additional Life Event Service (LES) teams to provide the right level of support for our employee and their family.

• Benefit facilitation: Research and present the employee’s current benefit portfolio, collect necessary documentation, and ensure timely facilitation of benefit processing. Engage with partners including Alight, Estate Servicing Operations (ESO), Service Delivery, MetLife, Fidelity Investments, Merrill Lynch, Benefits and Education Planning Center (BEPC), and Employee Assistance Program (EAP).

• Process Development & Improvement:  Assist with the ongoing development of team processes, documentation, internal training materials and services.  Continuously identify areas of improvement for the overall employee experience.

• Facilitate Final Compensation & Awards: Partner with Executive Comp regarding award benefits, facilitate pro-rated incentive decision, reconcile final pay including accrued unused vacation time and paid time off.

• Manage Risk: Timely execution of the termination and downstream notifications to ESO, Corporate Card, InfoSafe and/or SOACC. Identify issues and emerging risks to appropriate senior leaders.

Ability to work various shifts between 8:00am-8:00pm EST, must be flexible to work other hours to accommodate business needs, including weekends on a rotational basis

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

Required Qualifications:

• MUST have 3-5+ years of Customer focused case management experience

• Ability to multi-task in a high performing environment while focusing on attention to detail and service

• Highly organized, accuracy driven, pro-active work ethic to ensure consistency of data entry and appropriate urgency to sensitive situations

• Exceptional customer-service skills with proven ability to provide transparency while demonstrating empathy and care for our clients

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

• Proficient Computer skills including navigation between multiple computer systems at the same time

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

• Ability to navigate sensitive topics while maintaining self-care practices

• Ensure timely support to business leaders and family members

• Interpret guidelines outlined in the Bank of America Summary Plan Description (SPD) pertaining to benefits and ensuring we remain risk-averse while supporting our families

Desired Qualifications:

• Experience in escalations and issue management

• Knowledge of Human Resources benefit products and processes

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

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40