LATAM and Canada Life Event Services Consultant

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

For the moments when employees and their families need support the most, our internal, highly specialized Life Event Services (LES) group provides personalized connections to resources and benefits by tapping experts inside and outside the company.  LES provides support employee needs in these core areas:  Critial and crisis event support, domestic violence support,  retirement support, survivor support, terminal illness support, and medical accommodations support.

This job is responsible for delivering end-to-end Life Event Services (LES) support to Latin America (Brazil, Mexico, Chile, Argentina, Peru, Colombia), Cayman Islands, and Canada.  In partnership with the regional LES /HRSC manager, this role will support the implementation of LES support strategies for each country, focusing on optimal employee support while ensuring appropriate riks management. Job expectations include working to local and regional HR, Benefits,  HR Shared Services, Corporate Security partners as well as global LES partners, among others,  to align processes to provide optimal support.

Additionally, whe employee will provide case management support to employees and managers around complex, multi-dimensional life events, including 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.

This role reports to the broarder International HR Shared Service Organization and  the employee will be cross trained to support the Service Center.  The employee will also cross train Service Center partners to provide LES coverage when needed.

Responsibilities

The Consultant must be a demonstrated self-starter with an excellent track record of success in their current environment.  They must also be a strong, inquisitive, analytical, inclusive, customer service focused professional who can assess needs, partner with other areas, balancing competing priorities to offer solutions to reasonable solutions to employee LES needs.

The Consultant will:

• Support the ongoing effort to drive clarity and adoption Life Event Services support model in the region aligned to global efforts.
• Partner with Corporate Security, Business Continuity,  HR Generalists, Benefits, Legal and other local and global stakeholders to build and offer end to end support to employees.
• Deliver end-to-end case management support to employees around complex life events from initial inquiry through case resolution.
• Respond to inquiries effectively and timely, while demonstrating empathy towards the employee. 
• Prioritize time and effort according to the most urgent and sensitive employee, manager, or partner needs, engaging other Life Event Services Support teams as needed.
• Document key facts and interactions related to the employee's life event in the case management system of record.
• Maintain confidentiality and protect employee information.
• Influence managers and other stakeholdrs to drive towards the optimal resolution that best balances bank policies and guidelines, employee needs and risk.
• Drive communications and education campaigns to increase awareness and usage of LES services.
• Participate and drive projects and initiatives to drive continuous improvement and risk mitigation.
• Build a network key local and global partners that can support the build out and delivery of LES support
• Provide HR Service Center Support when needed.
• Oversee LES work performed by other Service Center team members.

Required Qualifications

• MUST have two or more years of experience working in HR related fields, OR MUST have two or more years providing support to individuals in difficult situations OR MUST have two or more years of leadership experience and considerable exposure handling escalations and issue management
• Must have end to end high touch case management experience
• Exceptional customer service with proven ability to demonstrate care, empathy, patience and listening skills
• Ability to navigate numerous variables (including employee needs, line of business/partner considerations, and risks) and creatively problem-solve based on information on hand
• Excellent verbal and written communication skills – must be able to understand and explain complex topics to people in clear, concise and understandable terms
• Proven experience in researching, documenting, and escalating issues  and/or processes as required
• Excellent typing skills and computer proficiency, including the ability to talk, type and navigate multiple systems simultaneously
• Ability to navigate a conversation in a confident manner geared towards resolution and accurate data collection/confirmation(asking closed-ended questions in an empathetic way)
• Demonstrated ability to research, analyze and navigate complex situations with competing priorities to deliver complete solutions and build processes and procedures where none  exist.
• Experience creating and implementing action plans to drive business objective
• Needs to be fluent in English and Spanish.  

Desired Qualifications

• Portuguese language proficiency.
• Working with across multiple countries in the America´s region.
• Experience working in Employee Relations, Life Event Services or HR Generalists roles

Skills

• Active Listening
• Effective Communication
• Attention to Detail
• Networking and Influence Skills
• Prioritization
• Research
• Customer Service Management
• Critical Thinking
• Decision Making
• Stakeholder Management