Bank of America

Resolution Specialist – Regulatory Complaints

Bank of America

full-time

Posted on:

Location Type: Office

Location: Newark • Florida, New Jersey, Texas • 🇺🇸 United States

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Job Level

Junior

About the role

  • handling executive level escalations received via fax, email, mail, and phone
  • resolving escalated issues related to Card, Deposit, and Mortgage products
  • drafting of resolution and acknowledgment letters as well as responding via regulatory portals
  • completing comprehensive review and investigation of client escalations or complaints
  • providing exceptional and compassionate client care and advocacy
  • compiling fact based end to end experience research, evidence compilation, gap in process observation
  • handling incoming client escalation cases, ensuring ownership and diligent follow up

Requirements

  • At least 1 year recent experience in Claims and/or Fraud Detection
  • 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
Benefits
  • health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development

Applicant Tracking System Keywords

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

Hard skills
ClaimsFraud DetectionClient Escalation ManagementIssue ResolutionEvidence CompilationProcess Observation
Soft skills
Client CareAdvocacyVerbal CommunicationWritten CommunicationMulti-taskingPrioritizationAttention to DetailOrganizational SkillsTime ManagementTeam Collaboration