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