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Bank of America Complex Client Care Advocate (Research and Adjustments Representative III) - Estate Servicing Operations in Newark, Delaware

Complex Client Care Advocate (Research and Adjustments Representative III) - Estate Servicing Operations

Newark, Delaware

Job Description:

The Estate Servicing Operations (ESO) organization manages life events related to deceased customer notification and estate maintenance. ESO provides empathetic support through the process of settling the estate of a deceased client. This support includes protecting accounts, transitioning assets to new owners, and partnering with other Bank of America lines of business to deliver a seamless experience to clients, estate beneficiaries and executors during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws. ESO is committed to delivering world class client experience. We seek to continuously improve our processes and to develop the skills of our employees.

Within Estate Servicing Operations, a Complex Client Care Advocate (Research and Adjustments Representative III) directly interacts with clients, legal partners, estate beneficiaries and executors to deliver seamless client care during the end-to-end estate settlement process as a dedicated case manager. During every phone interaction, a Research and Adjustments Representative III: • Delivers a positive and personalized client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra patience, kindness and sensitivity needed during this difficult life event

• Gains a full understanding of the client's perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust

• Serves as a single point of contact for survivors and estate representatives who can set expectations for the process, clearly explain action items and provide accurate details when requested

• Resolves all inquiries within required timeframes and in compliance with all applicable laws, rules and regulations

• Independently manages a high-volume work queue including handling inbound/outbound calls and partnering with other lines of business to resolve inquiries

• Provides support to peers in the form of information and guidance to less experienced client care advocates

Qualifications

  • 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.

  • 1-2 years of experience in the Banking/Financial Industry • Basic understanding of banking products and operations

  • Basic understanding of probate process

  • Communication strategies for clarifying information or de-escalating a situation

  • Committed to the value of diversity as it better enables connection with the diverse needs of our clients and improves our overall working environment

  • A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

  • Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)

  • Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action

  • Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing

  • Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)

  • Ability to identify differences in accounting entries and determine appropriate disposition or entries for resolution (Numeracy)

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

600

Job Description:

The Estate Servicing Operations (ESO) organization manages life events related to deceased customer notification and estate maintenance. ESO provides empathetic support through the process of settling the estate of a deceased client. This support includes protecting accounts, transitioning assets to new owners, and partnering with other Bank of America lines of business to deliver a seamless experience to clients, estate beneficiaries and executors during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws. ESO is committed to delivering world class client experience. We seek to continuously improve our processes and to develop the skills of our employees.

Within Estate Servicing Operations, a Complex Client Care Advocate (Research and Adjustments Representative III) directly interacts with clients, legal partners, estate beneficiaries and executors to deliver seamless client care during the end-to-end estate settlement process as a dedicated case manager. During every phone interaction, a Research and Adjustments Representative III: • Delivers a positive and personalized client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra patience, kindness and sensitivity needed during this difficult life event

• Gains a full understanding of the client's perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust

• Serves as a single point of contact for survivors and estate representatives who can set expectations for the process, clearly explain action items and provide accurate details when requested

• Resolves all inquiries within required timeframes and in compliance with all applicable laws, rules and regulations

• Independently manages a high-volume work queue including handling inbound/outbound calls and partnering with other lines of business to resolve inquiries

• Provides support to peers in the form of information and guidance to less experienced client care advocates

Qualifications

  • 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.

  • 1-2 years of experience in the Banking/Financial Industry • Basic understanding of banking products and operations

  • Basic understanding of probate process

  • Communication strategies for clarifying information or de-escalating a situation

  • Committed to the value of diversity as it better enables connection with the diverse needs of our clients and improves our overall working environment

  • A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

  • Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)

  • Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action

  • Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing

  • Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)

  • Ability to identify differences in accounting entries and determine appropriate disposition or entries for resolution (Numeracy)

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-22036065

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

James Sladicka

Referral Bonus:

600

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 and affirmative action, 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.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.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.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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