Life Event Services Consultant - Operations

Life Event Services Case Manager

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!

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 banks 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 employees 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 :

Desired Qualifications :

Skills :

Shift : 1st shift (United States of America)

Hours Per Week : 40

Pay Transparency details US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544) Pay and benefits information Pay range $72,400.00 - $101,200.00 annualized salary, offers to be determined based on experience, education, and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and / or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.