Bank of America

Client Advocate – CARE

Bank of America

full-time

Posted on:

Location Type: Office

Location: Newark • United States

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Job Level

Junior

About the role

  • 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
  • Completes a comprehensive review, investigates and compiles all facts regarding the end to end client experience relevant to escalations or a complaint
  • Provides exceptional and compassionate client care and advocacy, working with a network of tools and partners
  • Completes in-depth escalation case reviews, professionally interacting with clients, leaders and partners
  • Maintains documentation of case tracking and follows up to resolution

Requirements

  • 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 America's Values
  • Must be flexible and adapt quickly to change
  • Ability to multi-task and meet defined performance goals
  • Excellent written and oral communication skills
Benefits
  • Health insurance
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Fraud DetectionClaims ManagementResearch MethodologiesAnalytical SkillsProblem SolvingMicrosoft OfficeExcelOutlookWord
Soft Skills
Client CareCommunication SkillsMulti-taskingPrioritizationAttention to DetailOrganizational SkillsTime ManagementCustomer ServiceTeamworkAdaptability